Service Desk Manager

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 reviews.

Essential Skills:

• Proven experience in managing a technical service desk or IT support function.
• Strong understanding of ITIL framework and service management principles.
• Excellent leadership, communication, and stakeholder management skills.
• Hands-on experience with service desk tools (e.g., ServiceNow, Jira Service Management).
• Solid technical background in desktop support, networking, and cloud services.
• Ability to analyse data and drive performance improvements.
• Experience in managing hybrid teams and remote support environments.

Desirable Qualifications:

• ITIL Foundation or higher certification
• Microsoft, Cisco, or other relevant technical certifications
• Experience in enterprise environments or regulated industries

Benefits:

• Annual leave increasing with length of service (up to 28 days)
• Up to 6% matched pension contribution
• Life Assurance (4x salary)
• Occupational Sick Pay Scheme
• Salary sacrifice benefits including:
  • Additional holiday purchase
  • Healthcare cash plan
  • Dental and critical illness cover
  • Cycle to work scheme
  • Technology and home purchase schemes
• Subsidised city centre parking / travel ticket loans
• Discounted gym membership
• Employee referral scheme
• 24/7 Employee Assistance Programme
• Free annual Headspace subscription
• Access to Benefit Hub (vouchers and cashback rewards)