Service Desk Manager
- Location
- Manchester, England, United Kingdom
managing performance, mentoring, and capability growth. Standardise global processes, expand L1/L2 skills, manage shifts, and foster a customer‐focused culture. Incident, Problem & Change Management Governance Own Incident Management lifecycle and governance of Problem and Change processes. Ensure effective triage, escalation, ticket hygiene, SLA compliance … Technical Skills Expert in incident lifecycle governance, escalation, Major Incident coordination, and ITSM tool management. Skilled in service performance analysis, KPI reporting, monitoring, alert management, and maintaining ticket quality. Strong operational process discipline. Soft Skills Confident leader with decision‐making ability under pressure. Excellent written and verbal communication. Comfortable ...