At a Glance
- Tasks: Lead the Service Desk team to deliver top-notch IT support and improve customer experience.
- Company: Join a dynamic organisation focused on innovation and employee wellbeing.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Be part of a supportive team with a focus on continuous improvement.
- Why this job: Make a real impact by enhancing IT services for thousands of users.
- Qualifications: Experience in IT support and strong leadership skills required.
The predicted salary is between 35000 - 40000 £ per year.
Location: Durrington, Worthing – Hybrid working (minimum 2 days a week in the office)
Contract Type: Permanent
Hours: 37
Salary: From £55k based on skills and experience
About the role: The Service Desk Manager is responsible for leading the day-to-day operation of the Service Desk, ensuring high-quality incident and request handling, effective queue and performance management, and resilient first line I.T support for over 4000 internal and external users. The role provides leadership to 2 Team Leaders and 10 Analysts, driving capability, wellbeing and accountability, while improving customer experience through quality assurance, feedback and continual service improvement.
What you will be responsible for:
- Working across Digital and the wider business, using service insight and demand data to inform planning.
- Representing the Service Desk in governance and change activity.
- Ensuring operational readiness for new or changed services.
- Maintaining compliance with security, risk and data protection requirements.
- Being enrolled on the ‘on call’ rota.
- Managing the day-to-day operation of the Service Desk, ensuring effective handling of incidents and requests.
Service Desk Manager employer: Southern Water
As a Service Desk Manager at our Durrington location, you will join a dynamic team that values collaboration and innovation in a hybrid working environment. We prioritise employee wellbeing and professional growth, offering robust training programmes and opportunities for advancement within our organisation. With a commitment to excellence in customer service and a supportive work culture, we ensure that our employees thrive while making a meaningful impact on the experience of over 4000 users.
