Service Desk Manager

As Service Desk Manager, you will be the driving force behind our IT operational support, service transition, and request fulfilment. You'll lead and inspire our 1st and 2nd line teams, ensuring service excellence and continuous improvement. Acting as the ambassador for our IT service brand, you'll champion positive customer engagement and clear communication., * Provide technical leadership and line management to the Service Desk team, fostering a culture of excellence.

• Monitor and analyse service desk performance, ensuring SLA compliance for incidents, problems, and changes.
• Develop and implement policies, procedures, and best practices aligned with ITIL standards.
• Oversee service transition processes, ensuring smooth delivery from discovery to operational readiness.
• Drive continuous service improvement, problem management, and customer satisfaction initiatives.
• Coach and mentor team members, ensuring they are trained and equipped to deliver outstanding service.
• Report on KPIs and performance metrics, identifying opportunities for improvement.
• Collaborate with stakeholders to manage risk, assess impact, and maintain service quality.

• Proven leadership experience managing IT Service Desk teams, with strong line management and coaching skills.
• Expertise in IT Service Management (ITSM) methodologies, frameworks, and techniques, including ITIL, Lean, and Agile, with a focus on incident, problem, and change management.
• Ability to analyse service delivery performance, diagnose issues, and implement actions to maintain or improve service levels.
• Strong capability to develop and implement organisational procedures, policies, and practices aligned with industry best practices.
• Experience in service transition management, ensuring smooth delivery from discovery to operational readiness.
• Skilled in negotiating service level requirements and managing disruptions or major amendments to service provision.
• Knowledge of industry standards and security frameworks, such as ISO27001, NIST, and Cyber Security principles.
• Excellent stakeholder management skills, able to influence customers, suppliers, partners, and peers.
• Strong decision-making and planning abilities, delivering results to deadlines and budgets.
• Ability to evaluate and undertake impact analysis on service changes, managing and assessing risk effectively.
• Emotionally resilient, calm under pressure, and able to work under broad direction with minimal supervision.
• Committed to continuous personal development, mentoring and coaching others to achieve excellence.
• Exceptional communication skills, both formal and informal, with the ability to build effective business relationships.

If you're passionate about delivering outstanding IT services and leading high-performing teams, we'd love to hear from you. Apply today and be part of a business that values innovation, sustainability, and people.

At Genuit Group, we're proud to be a leading provider of sustainable water, climate, and ventilation management solutions. We're looking for a dynamic Service Desk Manager to lead our IT Service Desk team and deliver exceptional service across the business., Here at the Genuit Group we recognise and develop the contribution our people make to the Group's success and are committed to attracting talent from the widest pool. We have a role to play in making the built environment more sustainable, building a low carbon business ourselves as well as delivering sustainable solutions at scale.