IT Service Desk Manager

IT Service Desk Manager required by our market leading, award winning, professional services organisation based in Cardiff. The successful candidate will lead and manage a team of 10 Service Desk Engineers across 3 sites in the UK supporting close to 1,000 users.

This role will be split between management (75%) and hands-on support (25%). The IT Service Desk Manager will play a crucial role in maintaining high levels of customer satisfaction, managing service delivery, and driving continuous improvement initiatives within the service desk function.

Main Responsibilities:

Management

• Lead, mentor, and manage a team of 10 service desk engineers, providing guidance, support, and coaching to ensure high performance and professional development.
• Oversee the day-to-day operations of the service desk, including ticket management, prioritisation, and resolution of IT support requests and incidents.
• Develop and implement service desk policies, procedures, and best practices to optimize service delivery and ensure adherence to ITIL processes.
• Coordinate with other IT teams and departments to escalate and resolve complex technical issues and ensure timely resolution of service disruptions.
• Manage service desk staffing levels, schedules, and workload allocation to ensure adequate coverage during operating hours (7am-6pm, Monday to Friday).
• Handle escalated user inquiries and complaints, resolving issues promptly and effectively to maintain positive relationships with internal users.

Hands-on/Technical

• Provide technical expertise and support to service desk engineers, assisting with troubleshooting, problem resolution, and escalation management as needed.
• Stay abreast of emerging technologies, industry trends, and best practices in IT service management to enhance service desk capabilities and effectiveness.
• Assist in the development and implementation of IT service management tools, systems, and processes to streamline operations and improve service quality.
• Collaborate with other IT teams on projects and initiatives, contributing technical expertise and insights to support successful project delivery.

Required Background:

• Degree or similar in Information Technology, Computer Science, or related field.
• Considerable experience in IT service desk management, preferably within a professional services environment.
• Proven leadership skills with experience managing and motivating teams of technical professionals.
• Strong knowledge of ITIL processes, principles, and best practices, with ITIL certification preferred.
• Excellent communication skills with the ability to interact effectively with internal users, stakeholders, and senior management.
• Solid technical background with expertise in Microsoft Windows, Active Directory, Office 365, and IT service management tools.
• Ability to work effectively under pressure, prioritize tasks, and meet tight deadlines in a fast-paced environment.
• Strong analytical and problem-solving skills with a focus on continuous improvement and customer satisfaction.
• Flexibility to provide occasional out of hours support and cover during extended business hours as needed.

This fantastic role comes with a basic annual salary of £(phone number removed) p/a and is accompanied with 25 days holiday (Plus bank holidays & your birthday off), death in service equivalent to twice annual salary, pension scheme, hybrid working and professional fees paid (subject to requirement for your role) plus many more.