IT Service Desk Manager

As the Service Desk Manager, you will ensure the delivery of exceptional technical support to end users across the organisation. You'll oversee daily team operations, ensuring efficient resolution of incidents and service requests, while managing escalations and maintaining strong service levels.

You will take ownership of performance metrics, best practice implementation, and continuous improvement initiatives. With a strong focus on efficiency and user experience, you'll analyse trends, develop long-term solutions, and drive enhancements such as automation and improved self-service tools., * Lead, manage, and develop the Service Desk team

• Oversee daily operations and ensure timely resolution of support tickets
• Manage escalations and maintain service quality
• Track and analyse KPIs to drive performance improvements
• Implement service management best practices and process enhancements
• Mentor staff and foster a collaborative, customer-focused culture
• Drive initiatives such as automation and self-service optimisation

Do you have experience in Zendesk?, * Proven experience managing an IT Service Desk or technical support team

• Strong leadership and people management skills
• Excellent troubleshooting and problem-solving ability
• Strong organisational and prioritisation skills
• Familiarity with ITIL principles (ITIL V3 Foundation or higher required)
• Proficiency with ITSM tools such as ServiceNow, Jira, or Zendesk
• Excellent communication skills across technical and non-technical audiences

This organisation truly values its people and offers a comprehensive benefits package, including:

• Competitive salary
• Contributory pension scheme (up to 6%)
• Life assurance
• 25 days' annual leave plus bank holidays (increasing with service)
• Additional day off for your birthday (non-contractual)
• Discounted gym membership
• Cycle-to-work scheme
• Health cashback plan

Remote Working Requirements

This is a home-based role within the UK. Applicants must:

• Reside in the UK
• Be legally eligible to work in the UK
• Be available during standard UK working hours