IT Service Desk Manager/IT Team Manager

IT Service Desk Manager/IT Team Manager

Location: Near Poole, Dorset (5 days on-site. Friday Afternoon working from home)

Salary: £55,000 - £59,000 per annum plus benefits

An exciting opportunity has arisen for an experienced IT Service Desk Manager/IT Team Manager to lead and manage a Network Infrastructure team comprising 6 x Service Desk Analysts and 6 x Infrastructure Engineers.

This is NOT a hands on' technical role but a managerial role with a strong emphasis on team mentoring and team leadership. However, candidates wishing to be considered must have a good all-round understanding of IT.

The IT Service Desk Manager/IT Team Manager will play a key leadership role in ensuring the delivery of high-quality IT deskside support to approximately 750 users, both on-site and remotely. This position offers the chance to lead and motivate a technical team in a dynamic, hands-on environment.

Key experience required is detailed below

Candidates wishing to be considered must have managed an IT Service Desk within the last 3 years
A good all-round knowledge of technology is required (Networks, Servers and Storage Area Networks) but this does not need to be in-depth
Some experience of ServiceNow
Excellent Team management and Team leadership skills including conducting monthly one to one staff appraisals.
Ability to ensure that the IT Service Desk Analysts and Infrastructure Engineers meet their SLAs and KPIs and they provide the highest standard of deskside support to users.

Key Responsibilities of the role include;

• Lead, manage, and develop a team of Infrastructure Engineers and Service Desk Analysts.
• Oversee daily operations of the IT Service Desk, ensuring SLAs and KPIs are consistently met.
• Conduct regular one-to-one meetings and monthly staff appraisals.
• Drive productivity, improve motivation, and ensure all tickets are managed effectively.
• Maintain a strong focus on delivering exceptional deskside and remote support services.
• Work closely with stakeholders to continually enhance IT support processes and service delivery.

Key Requirements of the candidate include;

• Proven experience managing an IT Service Desk within the last 3 years.
• Strong leadership and people management skills with the ability to inspire and develop teams.
• Solid technical understanding across Networks, Servers, and Storage Area Networks (SANs) - in-depth expertise not essential.
• Experience using ServiceNow or similar ITSM tools.
• Strong communication and problem-solving skills.
• MSP experience would be advantageous but not essential.