Description and requirements
We are looking for an IT Service Desk Manager to join our IT team in Hertfordshire.
Working as an IT Service Desk Manager you will be responsible for the management of the IT Service Desk to ensure service levels are met and a positive user experience is delivered. Ensure processes are followed and act on end user feedback to improve the service. Proactively review activity levels and demand to effectively resource the team and improve the end user experience. Work closely with the IT Service Delivery Manager and management peers to improve processes, knowledge, ServiceNow tooling and ways of working.
You'll: - Develop, manage, and lead a high performing team that is customer focused and delivers to service levels
- Effectively manage the IT queue of requests for the Service Desk team, c ontinuously review and assess the SLA's and KPI's to ensure the team are meeting the business requirements.
- Manage and monitor customer satisfaction and make improvements where necessary
- Work with other group controllers to ensure service levels are met and to also identify opportunities to improve the 1 st time fix rate by analysing tickets that are not handled by the Service Desk
- Manage key stakeholders - internal and external with focus on the customer service experience
- Ensure that the Service Desk team works effectively through goal setting and are consistent in their level of skills and customer service
We are looking for: - Experience managing an IT Service Desk similar in size and scale of Skanska
- Experience of managing & motivating teams to meet service level commitments
- Data analysis and able to identify trends leading to change
- Customer engagement & stakeholder management dealing with escalations
- Conflict management
- People and team management including development of people
- Appropriate knowledge and certifications (e.g. managing people, ITIL v3/v4, Service Desk Manager)
- Experience of using ITSM tools (e.g. ServiceNow) to manage team activity including creating reports
Equal opportunities We thrive through embracing differences, whether they be social backgrounds, ethnicity, disability, gender identity or expression, age, religion, sexual orientation and any other protected characteristic - we know that diversity opens a rich potential for new ways of thinking, helping us to build successful and high-performing teams. We call it Naturally Skanska.
Flexible working We welcome you to ask about flexibility at interview stage and we will explore what is possible for the role.
Reasonable adjustments We would like you to perform at your best at every stage of our recruitment process. Please contact us using if you require any adjustments that would support you throughout your application.
More information about the role Please note this is an advert for our job vacancy, and therefore may not be inclusive of all assigned duties, responsibilities, or aspects of the role described, and may be amended at any time at the sole discretion of Skanska. For a full role profile, please contact us:
Closing date The closing date for this vacancy may be subject to change any time at the sole discretion of the business.