Service Desk Manager

£57,433 per annum, 35 hour working week, on-site Monday-Friday working pattern and other benefits
Hays Technology are working in partnership with a large public sector organisation to recruit an IT Service Desk Manager on a permanent basis.

Our client is modernising the way they deliver technology services and are looking for a confident, customer-focused, technically experienced IT Service Desk Manager to lead a team of 1st and 2nd Line IT Support staff through this next phase of improvement and innovation.

This is your opportunity to take ownership of a high-performing team, drive a culture of service excellence, and play a pivotal role in enhancing the IT experience for more than 1,000 colleagues across this organisation.

Key responsibilities include:

• Coaching and developing a skilled team of Service Desk Analysts and Technical Service Engineers.
• Acting as the senior point of escalation for complex support queries.
• Embedding a proactive, data-driven approach to service improvement - monitoring key metrics like ticket volumes, resolution times, and customer satisfaction.
• Supporting the adoption of automation and self-service tools to create efficiencies.
• Building strong working relationships with suppliers, ensuring robust contract management.
• Ensuring consistent service delivery across multiple sites, including remote and on-site support.

In order to apply for the role, you must have the following skills and experience:

• Proven experience in leading IT support teams - across both 1st and 2nd line - in a fast-paced, customer-facing environment.
• A relevant ITIL qualification, a strong grasp of ITIL service management principles and hands-on experience using service and asset management tools.
• Strong working knowledge of contract management best-practice.
• Great communication and coaching skills - someone who can develop others while building a culture of positivity, collaboration, and accountability.
• A keen eye for service performance data, with the drive to act on trends and implement improvements.
• Good all-round technical knowledge of end-user support environments - including Microsoft 365, Windows, and networking fundamentals.

If you have the relevant experience and would like to apply, please submit your CV.

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