Service Desk Manager

This is a vital role that will drive maturity and a cultural shift, working closely with key stakeholders across the organisation. The role will be responsible for ensuring the Service Desk function provides excellent customer service across the userbase in a mixed Windows and Mac OS environment., * Providing strong leadership to the Service Desk function, ensuring high standards and best practices are followed

• Ownership of Incidents, Problems and Service Requests
• Ensure problem management and preventative actions activities take place in order to reduce recurring tickets
• Carrying out regular reports detailing Service Desk performance
• Owning all service desk tooling and asset management
• Acting as the face of the Service Desk to the wider organisation during major incidents
• Driving a culture of continuous improvement
• Managing resource allocation across the Service Desk
• Ensuring the team has the skills and capacity to deliver excellent service across the organisation
• Building and managing stakeholder relationships, both internal and external
• Experience managing a Service Desk or IT support function
• IT support background with experience supporting users in Windows OS, Active Directory, hardware, security and networking

• Excellent communication skills, with the ability to effectively influence team members and senior stakeholders
• The ability to explain complex IT problems to non-technical users
• Strong prioritisation, resource allocation and organisational skills