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Service Desk Manager

Chorley, Lancashire
£45,000 to £55,000
Job Type
12 Sep 2022
Service Desk Manager is required by fast growing, highly successful and international organisation. Purpose: Responsible for managing daily operations of the IT Service Desk team to deliver best in class IT Service Management to the User Community. Through continuous improvement, ensure the team are developed and service enhanced to support the company s business development plans. Ensure that customer expectations are consistently met and exceeded. Manage key stakeholders with regards to all IT Incidents A key member of the IT Leadership team. Main Duties & responsibilities: To manage the operational performance of IT Services and ensure that service levels are achieved in line with SLA s. To ensure that customer expectations are consistently met and exceeded. Responsibility and ownership of all customer incidents or service requests logged Responsible for tracking and progress chasing of incidents to conclusion and in line with SLA s Management of critical customer incidents, associated customer communication, activities and any appropriate escalations To continually measure, monitor and work to drive down incident levels Provide statistics of performance against SLA for both incidents and change requests Provide out of hours 1st line operational systems support Lead and manage the Service Desk team optimising Team performance towards service delivery at, or greater than, SLA Ensure continued development of the team and individuals (motivation, job satisfaction and progression). Provide statistics of performance against SLA for both incidents and change requests Provide out of hours 1st line operational systems support Change Management Provide CAB gateway for all system change, both software and infrastructure. Ensure effective handover from Business Technology to IT Service Desk Manage 3rd party IT service partners Manage and collaborate with third party suppliers where appropriate and ensure that their performance and provision of services is of a high standard Process Improvement Responsible for ensuring that working practices and processes are robust, standardised, repeatable and support the Service Desk team day to day activities. Manage the Incident Management Root Cause Analysis (RCA) process. Knowledge Management Ensure that the IT Service Desk is utilising appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers. Knowledge, Skills, Qualifications and Experience: Excellent communication and Interpersonal skills, strong communicator at all levels including Board members Team Leadership Ability to understand the business impact of IT Service Incidents, lead the Triage process, prioritise in line with SLA s and manage through to resolution keeping stakeholders informed accordingly. Maintain awareness and general understanding of relevant current and future technologies Previous IT Service Desk/Management Support ITIL experience desirable Demonstrable experience of managing a Service Desk Excellent communication skills In return for your hard work they offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills. Basic salary £45-55,000 Based Chorley (Lancashire) / Remote
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  • Job Reference: 710176801-2
  • Date Posted: 12 September 2022
  • Recruiter: Tech4 Ltd
    Tech4 Ltd
  • Location: Chorley, Lancashire
  • Salary: £45,000 to £55,000
  • Bonus/Benefits: excellent benefits
  • Sector: I.T. & Communications
  • Job Type: Permanent