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IT Service Desk Manager
Posted 6 hours 55 minutes ago by Lorien
IT SERVICE DESK MANAGER - 3 months - £195pd - INSIDE IR35
(hybrid working in Glasgow, Edinburgh, Dundee or Aberdeen)
Are you an experienced IT professional with a passion for delivering exceptional customer service? If so, this could be the perfect role for you! The company is seeking a talented IT Service Desk Manager to join their dynamic team and make a real impact.
About the Role
As the ICT Service Desk Manager, you will be responsible for overseeing the day-to-day operations of the company's service desk. This includes managing incident resolution, implementing effective KPIs and SLAs, and ensuring the team delivers a seamless IT support experience to all users.
Key responsibilities of the IT Service Desk Manager role include:
- Conducting a comprehensive gap analysis of the current service desk and providing recommendations for improvement
- Reviewing and optimising the company's ITSM tool and processes to enhance efficiency
- Developing and implementing effective staffing models and schedules to meet 24/7 service requirements
- Driving continuous improvement initiatives to enhance the overall quality of IT support
- Fostering a positive, customer-centric culture within the service desk team
What We're Looking For
The ideal candidate for the IT Service Desk Manager role will have:
- Significant experience in an IT service or support function, with a proven track record of managing service desk operations
- Excellent knowledge of incident management, change management, and ITIL best practices
- Strong analytical and problem-solving skills to identify and address service desk challenges
- Exceptional communication and interpersonal abilities to liaise with stakeholders at all levels
- A degree in IT, Business Management, or a related field, or equivalent industry experience
Important - This service desk is 24/7 so some evening/night/weekend shifts may be required.
If you're ready to take on a rewarding challenge and contribute to the success of this dynamic company, we encourage you to apply for the ICT Service Desk Manager role today!
Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.
