Service Desk Manager

As the Service Desk Manager, you will lead a team responsible for delivering first- and second-line technical support. Your role includes ensuring the team supports existing and emerging IT services effectively while providing technical input to project teams. You will also drive the professional development of the support team to prepare them for current challenges and future projects, as well as monitor and manage service desk performance and Service Level Agreements (SLAs).

Tech:

• Azure
• Office 365
• ITIL certification

• Daily oversight of the Service Desk team.
• Manage incidents and service requests through their full lifecycle.
• Conduct first-line investigation and diagnosis for all incidents and service requests.
• Ensure incidents are correctly assigned, prioritized, and the backlog is effectively managed.

• Optimise, automate, maintain, and report on incident management systems and processes.
• Ensure clear and consistent communication, leveraging automation where possible.
• Prepare a monthly incident reporting pack, including insights, data, trend analysis, and executive summaries.
• Lead monthly incident management forums, retrospectives, and lessons learned sessions.

• Maintain up-to-date documentation for the Incident Management Process and relevant policies.
• Ensure all systems comply with regulatory requirements and are auditable.
• Drive business awareness and accountability among service owners regarding incident responsibilities.

• 25 days + Bank
• L&D budget to enhance your professional and personal skills
• Hybrid working
• Pension
• Flexi benefits – health care, perks, tech
• Wellbeing benefits