Service Desk Manager

A leading and expanding IT services provider are looking for a key new hire as the business evolves and continues to take on new customers, to join in a Service Desk Manager / Service Delivery Manager role. Overseeing a small but growing team of analysts and engineers with a focus on network and security products. Technical knowledge in the field would be preferred but not essential, as this is not a hands-on technical role.

The Service Desk Manager will oversee the day-to-day running of the Service Desk and Service Delivery function, ensuring excellent service and resolution of complex issues. You will manage a team of engineers working in a NOC and technical support environment, and also work closely with project implementation / delivery engineers to ensure a smooth transition from project delivery to support of new services.

Key responsibilities include:

• Leading, mentoring, and developing the Service Desk team
• Managing rotas, workloads, and escalations effectively
• Monitoring SLAs and producing detailed performance reports
• Driving continuous improvement across service desk processes
• Acting as the point of contact for customer escalations

We're looking for someone with experience in a technical service desk environment, ideally with proven management responsibility.

You should have:

• Experience working as Service Desk Manager / Team Leader / Service Delivery Manager.
• A track record providing excellent leadership of technical support and engineering teams.
• Stakeholder management experience
• Experience managing SLAs and producing performance metrics
• Previous experience driving process improvement and helping a service delivery evolve and become more efficient.

Benefits

• 25 days annual leave bank holidays (with option to buy more)
• Private healthcare
• Annual bonus scheme & pay review
• Company pension scheme
• Onsite parking
• Various employee events and incentives

This role requires NPPV3 clearance, candidates must be able to obtain this to be successful in your application.