Role: ServiceDeskManager Reporting to: Head of Service Operations This is a key role leading our ServiceDesk to ensure service requests and incidents are dealt with swiftly and efficiently through effective leadership and stakeholder management, ultimately ensuring that our customers experience … outstanding service and support levels. The ServiceDeskManager is responsible for: Leading the 24/7 ServiceDesk in the management of incidents, service requests, and problem resolution, maintaining service levels and response times. Managing and reporting on servicedesk performance to ensure compliance to SLA policies, using key performance indicators (KPIs) and metrics. Developing and implementing policies/procedures to ensure the servicedesk isoperating efficiently and effectively. Ensuring that ServiceNow is utilised to its fullest potential. Managing the servicedesk team including setting more »
ServiceDesk Team Manager We seek a proactive ServiceDesk Team Manager to oversee servicedesk operations outside standard business hours. This position involves supervising a team of servicedesk analysts, ensuring excellent customer service, and adhering to SLAs. … The manager will be the primary escalation point for complex issues and provide team leadership. Primary Responsibilities: Supervise the out-of-hours servicedesk team. Organize staff schedules and manage leave requests. Conduct regular performance assessments and provide constructive feedback. Ensure the servicedesk meets … team members. Manage the incident response process during out-of-hours. Work with other departments to resolve major incidents. Identify and implement improvements to servicedesk processes. Maintain and update servicedesk documentation. Utilise metrics and KPIs to drive continuous improvement. Report servicedeskmore »
ServiceDeskManager We seek a ServiceDeskManager to lead a 24/7 servicedesk team, ensuring efficient handling of service requests and incidents while maintaining high customer satisfaction and meeting SLAs. Key Responsibilities: Lead the 24/… servicedesk team, managing incidents, requests, and problem resolution. Ensure service levels and response times are met. Report on performance using KPIs and metrics. Develop and implement servicedesk policies and procedures. Optimise the use of ServiceNow. Manage team goals, provide feedback, and support development. … Maintain records and create a knowledge base. Drive continuous service improvement. Manage major incidents with the service delivery team. Handle escalated queries and concerns. Update servicedesk documentation. Identify and implement process improvements. Ensure IT security and compliance standards. Facilitate team communication and collaboration. Assist in more »
Job Title: ServiceDeskManager Location: Cheshire/South Manchester Salary Range: up to £55 plus benefits (depending on experience) Your Schedule: This role is primarily on-site, requiring a presence 5 days a week. Flexibility in start and end times is available as needed, aligning closely … industry company seeking to build out an IT hub in the Greater Manchester/Cheshire area. First point of call is to acquire a ServiceDeskManager with a growth mindset, positive attitude and high energy who can lead a team. As the IT ServiceDeskManager, you will pioneer the creation and management of our new IT service desk. This is a rare greenfield opportunity where you'll select the best people and tools, and implement efficient processes to set the foundation for a high-performing IT service desk. You'll more »
client are a leading utilities and infrastructure business who are going through a period of investment, growth and change. The are looking for a ServiceDesk Manger to add to their team. As the IT ServiceDeskManager, you will play a pivotal role in … orchestrating and elevating our IT support operations. You will be at the helm of a dedicated servicedesk team, ensuring not only the swift resolution of technical issues but also driving the strategic evolution of our IT support function. By integrating ITIL v4 best practices, you will streamline … processes, reinforce service delivery, and heighten user satisfaction across the organisation. Moreover, your hands-on technical expertise will be invaluable for managing a range of platforms and tools, from Microsoft suites to asset management and bespoke internal systems. This role requires a harmonious blend of leadership, technical proficiency, and more »