At a Glance
- Tasks: Lead a dynamic team of support engineers and ensure top-notch service delivery.
- Company: Join a global market leader in IT services with a collaborative culture.
- Benefits: Enjoy a competitive salary, excellent benefits, and performance bonuses.
- Other info: Fast-paced environment with opportunities for professional growth.
- Why this job: Make a real impact by driving continuous improvement in IT support.
- Qualifications: Proven IT support experience and strong leadership skills required.
Our client is a Global market-leader and they are seeking an experienced IT Service Desk Manager / Team Leader to lead a team of support engineers based both in the UK and China, whilst remaining actively involved in the technical delivery of services.
Leading a team of 5 support engineers, you will be responsible for the day-to-day management of the Helpdesk function, ensuring high levels of customer satisfaction, technical excellence, and service delivery performance. Acting as the senior technical escalation point, you will provide guidance and support on complex issues whilst helping to drive continuous improvement across people, processes, and technology.
The Service Desk specialist will be responsible for the following:
- Lead, mentor and support the IT Service Desk to deliver consistent, high-quality support
- Oversee incident, service requests, and problem management processes in line with ITIL best practices
- Monitor and report on service performance against SLAs and KPIs
- Drive continuous improvement of service desk processes, tools and user experience
- Act as an escalation point for complex or high-priority incidents
- Collaborate with infrastructure, applications, and security teams to resolve issues efficiently
- Manage service desk tooling (e.g., ticketing systems (JIRA), knowledge base platforms (Confluence))
- Documentation of processes, procedures, and known errors
- Manage and maintain a fleet of Audio-Visual equipment across national and international sites
Key technical skills / experience required:
- Proven experience in IT support or service desk roles, with leadership responsibility
- Strong understanding of IT service management frameworks such as ITIL
- Experience managing SLAs, KPIs, and reporting metrics
- Understanding of Windows-based infrastructure (e.g., Azure, ADUC, etc)
- Experience using workstation deployment tools (e.g., MDT, etc)
- Excellent troubleshooting and problem-solving skills
- Strong communication and stakeholder management abilities
- Experience with service desk tools (e.g., Jira Service Management, Deskpro, etc)
- Ability to manage multiple priorities in a fast-paced environment
Desirable Qualifications & Knowledge:
- ITIL Foundation (or higher) certification
- Experience in process improvement or service transformation initiatives
- Knowledge of IT infrastructure, cloud services, and end-user computing environments (e.g., Windows 11, MacOS & Ubuntu)
- Previous experience in service management or similar roles
- Oversee onboarding of new staff members to the organisation.
Service Desk Manager / Service Desk Team Leader in Kings Langley employer: Prize Placements
Join a dynamic team as a Customer Experience Specialist where your contributions will directly enhance customer satisfaction and loyalty. Our company fosters a supportive work culture that prioritises employee growth, offering training and development opportunities to help you excel in your role. With a hybrid working model, you can enjoy the flexibility of working from home while still being part of a collaborative office environment, making it an ideal place for those seeking meaningful and rewarding employment.
