My client is a leading provider of data center and cloud services, delivering innovative IT solutions to a diverse range of clients across multiple sectors. Our state-of-the-art facilities and commitment to excellence have positioned us as a trusted partner in the industry. We pride ourselves on delivering secure, reliable, and sustainable services to our clients.
They are seeking an experienced and dynamic Service Desk Manager to lead and manage the Service Desk team. The ideal candidate will be responsible for ensuring the efficient and effective delivery of support services to our clients, maintaining high levels of customer satisfaction, and driving continuous improvement within the team. The Service Desk Manager will play a key role in maintaining our service quality standards and enhancing the overall client experience.
Key Responsibilities:
- Team Leadership & Management:
- Lead, mentor, and manage the Service Desk team, ensuring they have the skills, knowledge, and resources necessary to deliver excellent service.
- Conduct regular performance reviews, set objectives, and support the professional development of team members.
- Manage team workload, ensuring appropriate staffing levels to meet service demands.
- Service Delivery:
- Oversee the day-to-day operations of the Service Desk, ensuring timely and effective resolution of client issues.
- Monitor and manage Service Desk performance against key performance indicators (KPIs) and service level agreements (SLAs).
- Implement and maintain best practices for incident, problem, and request management in line with ITIL standards.
- Customer Satisfaction:
- Act as the primary point of escalation for client issues, ensuring prompt and effective resolution.
- Develop and maintain strong relationships with clients, understanding their needs and ensuring the Service Desk meets or exceeds their expectations.
- Gather and analyse customer feedback to identify areas for improvement and implement necessary changes.
- Continuous Improvement:
- Drive continuous improvement initiatives to enhance service delivery, reduce incident volume, and improve customer satisfaction.
- Implement and maintain processes for knowledge management, ensuring the team has access to up-to-date and accurate information.
- Lead root cause analysis for major incidents and implement corrective actions to prevent recurrence.
- Technology & Tools Management:
- Ensure the Service Desk is utilizing the latest tools and technologies to maximize efficiency and service quality.
- Evaluate and recommend new tools or systems to enhance Service Desk operations.
- Oversee the configuration and management of the Service Desk ticketing system.
Qualifications & Experience:
- Proven experience in a Service Desk Manager role, preferably within a data center, cloud services, or IT services environment.
- Strong knowledge of ITIL practices and experience implementing ITIL-based processes.
- Demonstrated ability to manage and lead a team in a fast-paced, customer-focused environment.
- Excellent problem-solving skills and the ability to handle high-pressure situations.
- Strong communication skills, with the ability to interact effectively with clients, team members, and senior management.
- Experience with Service Desk or ITSM tools (e.g., ServiceNow, JIRA, etc.).
- Relevant certifications (e.g., ITIL, HDI) are highly desirable.
Benefits:
- Life Assurance (4 X final salary)
- Private health Cover (requires pension scheme membership)
- Critical Illness cover (1 x salary)
- 33 days holiday
- Pension Scheme 5% contribution payable by Employee and 5% contribution by Employer
Please apply now for an immediate interview.