Service Desk Manager

Service Desk Manager

Are you an experienced Service Desk Manager? Excited by data driven insight and change? Want to make an impact in a busy and expanding organisation? If so, please see below...

We’re working with an expanding organisation looking to appoint an experienced Service Desk Manager to lead and develop its service delivery operation.

This is a broad leadership role with responsibility for the day-to-day performance of the technical service function, ensuring customers receive a consistently high standard of support while improving the processes, structure and performance behind the operation.

You’ll work closely with the senior leadership team and technical managers, with responsibility across areas including:

• Service delivery and operational performance
• Service desk and technical support operations
• Customer satisfaction and escalations
• Team leadership and performance management
• Resource and capacity planning
• KPIs, SLAs and operational reporting
• ITSM/PSA processes and continuous improvement
• Process improvement and automation
• Project and technical resource coordination
• Operational efficiency and service quality

We’re particularly interested in speaking with people who have managed technical operations within an enterprise or managed service environment.

You’ll need to understand the realities of running a busy operation, balancing customer expectations, engineer workloads, service performance and commercial priorities.

If this could be of interest, please get in touch.