IT Service Desk Manager - Driffield

to users across the organisation. You’ll have the opportunity to take ownership of the Service Desk function, introduce improvements and develop processes that improve both efficiency and the end-user experience. Key responsibilities will include: Leading, supporting and developing the IT Service Desk team. Managing the day-to-day operation of the Service Desk. Monitoring SLAs, KPIs and service performance. Managing escalated incidents and ensuring issues are resolved effectively. Reviewing Service Desk data to identify trends, recurring issues and opportunities for improvement. Developing and implementing SOPs, workflows and ITSM processes. Driving improvements around incident, request, problem and change management. Ensuring consistent processes and standards are followed across the Service Desk. Coaching and mentoring team members to improve technical capability and performance. Working closely with infrastructure, applications and wider IT teams. Managing relationships with third-party

suppliers where required. Communicating effectively with both technical and non-technical stakeholders. Supporting the introduction of new technologies and improvements to IT services. What We’re Looking For We’re keen to speak with candidates who have a strong background in IT Service Desk or IT Support, alongside experience of leading or managing a technical support team. You’ll ideally have experience with: Managing or leading an IT Service Desk / IT Support team. Working within an ITIL / ITSM environment. Managing SLAs, KPIs and support performance. Implementing and improving Service Desk processes. Creating SOPs, documentation and knowledge bases. Incident and escalation management. Coaching and developing technical support staff. Analysing Service Desk metrics and using data to drive improvements. Microsoft 365 and modern Microsoft technologies. ITSM platforms such as ServiceNow, HaloITSM, Freshservice, Jira Service Management or similar.An ITIL Foundation qualification would be advantageous, although relevant hands-on experience will be equally important. Why Consider the Role? This isn’t simply a role focused on managing tickets and monitoring SLAs. The successful candidate will have genuine scope to shape and improve the Service Desk function, develop the team and introduce better ways of working. It’s a great opportunity for someone who enjoys combining people leadership, technical knowledge and service improvement and wants to make a visible difference within an established organisation. Salary: £40,000 Location: Driffield, East Yorkshire Interested? If you’re an experienced IT Service Desk Manager, Service Desk Team Leader or Senior IT Support professional and this sounds like the right next step, we’d be keen to hear from you. Apply now or contact Principal IT for further information. INDGH