1 of 1 Service Desk Manager Jobs in the North East

Job Summary: I am seeking an experienced and proactive Technical Service Desk Manager to lead my clients Service Desk operations in Newcastle. This role is pivotal in ensuring the delivery of high-quality technical support services to internal users and external clients, driving continuous improvement, and fostering a culture of excellence and accountability. Key Responsibilities … Lead and manage the day-to-day operations of the Service Desk team, ensuring timely and effective resolution of technical issues. Develop and implement service desk strategies, policies, and procedures aligned with ITIL best practices. Monitor performance metrics and SLAs, producing regular reports and insights to senior leadership. Act as an escalation point for complex technical … issues and ensure appropriate resolution. Collaborate with infrastructure, application, and security teams to ensure seamless service delivery. Drive continuous improvement initiatives, including automation, self-service, and knowledge base development. Manage staffing, training, and development of Service Desk personnel. Ensure compliance with internal policies, data protection regulations, and security standards. Support major incident management and post-incident More ❯