Job Purpose
The Service Desk Manager is responsible for leading the day-to-day operation of the Technology Services Service Desk, ensuring the delivery of high-quality IT support across Level 1, Level 2, and Level 3 support teams. The role is accountable for driving service excellence, enhancing the customer experience, managing operational performance, and ensuring effective incident and service request management. Working collaboratively with technical teams, third-party suppliers, and key stakeholders, the Service Desk Manager will promote continual service improvement and support the delivery of reliable, customer-focused IT services.
- Lead and manage the day-to-day operation of the Technology Services Service Desk across L1, L2, and L3 support teams.
- Ensure the delivery of high-quality, customer-focused IT support services in line with agreed service levels.
- Manage service performance, monitoring key performance indicators (KPIs) and implementing improvements where required.
- Oversee workforce planning, resource allocation, shift rotas, and team capacity to ensure effective service coverage.
- Lead incident management and service request processes, ensuring timely resolution and escalation where appropriate.
- Maintain and promote an effective knowledge management framework to support service efficiency and first-time resolution.
- Work collaboratively with technical teams, resolver groups, and third-party suppliers to deliver seamless IT services.
- Support the coordination and management of major incidents, ensuring effective communication and resolution.
- Produce operational reports and performance metrics to support governance, decision-making, and continual service improvement.
- Drive best practice and continuous improvement initiatives within an ITIL-based service management environment.
- Lead, coach, and develop Service Desk staff to promote high performance and excellent customer service.
- Significant experience managing Service Desk, IT Operations, or Technical Support teams within a customer-facing environment.
- Strong leadership and people management skills with the ability to motivate and develop high-performing teams.
- Proven experience managing service performance, workforce planning, incident management, service requests, and knowledge management.
- Good understanding of ITIL principles and experience working within an ITIL-based service management environment.
- Experience using IT Service Management (ITSM) platforms such as Halo, ServiceNow, Ivanti, or equivalent.
- Strong analytical, organisational, and problem-solving skills.
- Excellent communication and stakeholder management skills, with the ability to build effective working relationships.
- Ability to prioritise workloads and manage multiple operational demands in a fast-paced environment.
- Hours per week: Full-time
- Location: Chichester (Power Place). Hybrid working available following initial training period, with office attendance required five days per week during onboarding.
- Bi-Weekly Payments
