The service desk – the “Face of IT”.  And every single 21st-century organisation expects IT to be a business enabler and deliver in line with business goals, and of course, all delivery must be smooth and problem free.  From new starters to VIPs: in other words, everyone’s Go-To.

With that in mind – who would be in charge of a service desk and lead a team of experienced Service Desk Analysts?

You would!  At least we hope you will when you’ve read the rest of this…

This is the best of all Service Desk Manager roles, with a forward-thinking employer, rated the very best of its type in the UK and one of the Top 10 in the world.  My client has been delivering IT services and solutions for over 20 years now and prides itself on its innovation, enterprising approach and the superb service and value it delivers.

This role has the key responsibility to provide guidance and leadership to the Service Desk Analysts ensuring the team provides excellent, high-quality service levels in order to meet customers’ requirements in escalating and resolving incidents and requests, excellent stakeholder management and daily supervision of the service desk managed services.

it is a genuine opportunity to shape and mould the evolving service delivery function through the development of its people, processes and procedures to enhance the perception of the existing and expanding client base.

This role reports directly to the senior management team and is truly recognised and valued as a pivotal role within the business

Duties and Responsibilities

  • Maintain and supervise the IT Service Desk
  • Assist with Major Incidents when necessary, ensuring the IT Department and users are kept informed.
  • Key stakeholder for ensuring all SLAs and OLAs are met
  • Management reporting and Incident management to ITIL standards
  • Continuous assessment and improvement
  • Oversee the resolution of incidents and requests.  Escalating failures, risks and complaints to the senior management team and Managing Director.
  • Performance Management of the service provision
  • Assist in the recruitment and development of the team, mentor, coach and assist analysts
  • Work alongside the senior management team in the development and improvement of the service, support, processes and procedures
  • Resource planning to maintain all service desk functions
  • Administer and deliver training modules

Knowledge, skills and experience

  • Experience in managing a service desk
  • Thorough knowledge of service desk operations and use of call logging systems
  • Experience of working in an ITIL environment.  ITIL Foundation Certificate required
  • Experience in working with incidents, service requests and problem management processes
  • Ability to identify and develop solutions to enhance and maintain IT services
  • Windows Client (MCSA certification or equivalent advantageous)
  • Active Directory & MS Exchange
  • Previous experience working in a successful MSP would be advantageous.

Personal Attributes

  • Strong Stakeholder Management experience
  • Superb customer service skills
  • Excellent written, oral and presentation skills
  • Exceptional analytical and troubleshooting skills
  • Strong attention to detail
  • Excellent team player but with the capacity to be strongly self-motivated.
  • Highly proactive and able to adapt to evolving situations
  • Ability to see the problem, understand its significance, and get to the heart of the issue quickly and thoroughly
  • Supportive, collaborative and with a high level of emotional intelligence to get the most from your team

Rarely do we have such a well-rounded role with a direct line to the senior executive management team of a major global player within its market.

If you are an ambitious and forward-thinking Service Desk Manager, over-brimming with ideas and the desire to develop a world-class team, we would love to talk this through with you.  Or send your CV for review to [email protected]

Avocet Strategic Resourcing is acting as an employment agency for this role. Please note that every application received is personally reviewed by our specialist team and it does not use automated screening tools. On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance.

Applicants must be eligible to live and work in the UK to apply for this role.

SDR and Avocet Strategic Resourcing is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.


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