Service Desk Manager

Service Desk Manager – (Service Desk, ITIL, Management, Office 365, Active Directory, Intune, Phone Systems, Stakeholder Management, RFPs/Tenders) – Remote

Charles Simon Associates are looking to recruit a Service Desk Manager national business who are a market leader.

Location: Fully Remote

Salary: Up To £45,000 Per Annum

Role Overview:

The Service Desk Manager will oversee a 3rd party provider delivering service desk support for the business. You will ensure service excellence through regular reviews, hands-on involvement when needed, and strong collaboration with key stakeholders. Additionally, you will play a central role in evaluating alternative service providers through RFPs and tenders, as the business looks to explore new options.

Key Responsibilities:

• Manage the relationship with the outsourced service desk provider, ensuring SLA adherence and service quality.
• Conduct regular service reviews and escalate major issues to senior stakeholders.
• Hands-on support as required across Office 365, Active Directory, Intune, and phone systems.
• Provide clear reporting on performance metrics and trends to senior management.
• Engage with stakeholders across the business to understand needs and ensure IT services meet expectations.
• Lead initiatives to create RFPs and tenders for potential new service desk providers.
• Analyse incident and request trends to recommend improvements and optimise service delivery.

Skills & Experience Required:

• Proven experience managing service desk teams, preferably including outsourced teams.
• Strong hands-on experience with Office 365, Active Directory, Intune, and telephony systems.
• Excellent stakeholder management and communication skills.
• Experience developing and managing RFPs/tenders for IT services.
• Ability to analyse performance data and create actionable insights.
• ITIL knowledge and familiarity with service desk KPIs.

Please send an up-to-date copy of your CV to be considered for the Service Desk Manager

Service Desk Manager – (Service Desk, ITIL, Management, Office 365, Active Directory, Intune, Phone Systems, Stakeholder Management, RFPs/Tenders) – Remote