IT Service Desk Manager - £55,000

• ITSM
• ITIL
• MS365

Service Desk Manager
£55,000 per year
Surrey

We're looking for a Service Desk Manager to lead and manage a global IT service desk, ensuring exceptional support for our teams around the world. In this role, you'll oversee a diverse team of analysts, drive service excellence, and implement ITIL best practices to optimize operations.

Key Responsibilities:

• Lead and mentor a global team of service desk analysts, ensuring 24x7 support across time zones.
• Implement ITIL best practices to improve service delivery and resolve issues within SLAs.
• Manage escalations, provide performance reports, and suggest process improvements.
• Oversee the Joiners, Movers, Leavers (JML) process and support capacity planning.
• Conduct performance reviews and foster team development.

Skills & Experience:

• 5+ years in a similar IT service desk or support management role.
• Strong knowledge of ITIL and ITSM tools.
• Proficiency in Microsoft 365 and Microsoft Intune.
• Experience with Windows Server and Active Directory.
• Degree-level education or equivalent.

Desirable:

• Experience with Jira Service Management and Follow the Sun support models.
• ITIL v4 Foundation certification.

Personal Attributes:

• Excellent communication skills and a proactive, solution-oriented approach.
• Ability to work independently and lead a remote, global team.
• Strong problem-solving and leadership skills.

If this position is of interest and you fit the above criteria, don't hesitate to reach out!