Service Desk Manager

Service Desk Manager
Salary: Competitive Salary + Benefits
Location: Measham

Our client is seeking a Service Desk Manager to join their dynamic team at their head office in Measham, Swadlincote. This is an exciting opportunity to lead a dedicated IT service desk, driving improvements and leading a close-knit team of committed professionals. With a high degree of autonomy, you will have the chance to develop staff, enhance processes, and contribute to various new projects. The company offers excellent investment in skills and training, providing opportunities for career progression and increased responsibility. If you're passionate about IT service management and eager to make a real impact, this role is for you.

• Opportunity to lead a dynamic IT service desk
• High degree of autonomy with scope for process enhancement and staff development
• Excellent investment in skills and training with opportunities for career progression

What you'll do:
As the Service Desk Manager, your day-to-day responsibilities will involve overseeing all Service Desk activities, ensuring that end users are receiving the necessary assistance. You will be responsible for tracking and analysing trends in Service Desk requests, managing incoming support requests, assessing the urgency of reported incidents, tracking issue resolution, identifying areas for improvement in service delivery, developing service desk policies, procedures, and documentation. Your effective communication skills will be crucial in understanding stakeholder needs and providing appropriate solutions.

• Oversee all Service Desk staff and ensure end users receive appropriate assistance
• Track and analyse trends in Service Desk requests and generate statistical reports
• Manage incoming support requests: monitor and respond to issues submitted through the internal service desk
• Assess the urgency and impact of reported incidents and assign them to relevant team members
• Track issue resolution, ensure timely resolution of all support requests and keep customers regularly informed of progress
• Identify areas for improvement in service delivery and implement changes
• Develop and maintain service desk policies, procedures, and documentation
• Communicate effectively with stakeholders to understand their needs and provide appropriate solutions

What you bring:
The ideal candidate for the Service Desk Manager role brings previous experience in a similar position along with extensive application support experience with Microsoft Office. You possess a good understanding of working in an ITIL environment along with knowledge of its principles and processes. Your knowledge of advanced computer hardware coupled with your proven written and verbal communication skills sets you apart. Proficiency in MS Office 365 and the ability to conduct research into a wide range of computing issues is required. Your proven analytical and problem-solving abilities will be key in this role.

• Previous experience as a Service Desk Manager or similar role
• Experience with desktop operating systems Windows 10/11
• Extensive application support experience with Microsoft Office
• Good understanding of working in an ITIL environment and knowledge of ITIL principles and processes
• Knowledge of advanced computer hardware
• Proven written and verbal communication skills
• Proficiency in MS Office 365
• Ability to conduct research into a wide range of computing issues
• Proven analytical and problem-solving abilities

What sets this company apart:
Our client is a national market leader. They have a strong reputation of working with a long-standing customer base. They give sympathetic consideration to the areas they operate in, preserving natural features and conserving wildlife. They offer competitive benefits including generous holiday entitlement, bonus scheme, company car benefit, BUPA cover, enhanced family policy, generous pension scheme, high street retail discount, wellbeing initiatives, option to join the salary sacrifice car scheme, life assurance at 6 times your basic salary.

What's next:
Ready to take the next step in your career? Apply today for this exciting Service Desk Manager role! Please send an updated CV to (see below)

If you're ready to make a real impact as a Service Desk Manager, click 'Apply now' and get your career started today.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates