Service Desk Manager
Posted 5 days 6 hours ago by GBV Ltd
£55,000 - £63,000 Annual
Permanent
Not Specified
I.T. & Communications Jobs
Wiltshire, Swindon, United Kingdom, SN256
Job Description
IT Service Desk Manager
Location: Swindon
Salary: £55K - £63K per year
Type: Full-time, 4x per week on-site
Role Overview:
We are seeking a dedicated IT Service Desk Manager to lead a skilled team responsible for delivering exceptional IT support. Your primary focus will be to ensure service excellence, manage support processes efficiently, and promote a proactive approach to improving the customer experience. The role requires regular attendance at our Swindon office, four days a week.
Key Responsibilities:
- Lead the team in adhering to ITIL processes, quality management, risk management, and security policies.
- Oversee daily operations to ensure high-quality service for all internal and external clients.
- Manage, inspire, and develop team members to meet performance targets.
- Resolve IT support issues by collaborating with other support teams.
- Enhance team performance and efficiency, and explore methods to reduce call volumes in collaboration with relevant managers.
- Organize and prioritize team tasks effectively.
- Build and maintain strong relationships with key stakeholders to ensure high customer satisfaction.
Qualifications and Skills:
- Extensive experience managing a Service Desk team in various settings.
- Proven track record in implementing ITIL processes and industry best practices.
- Strong technical background with expertise in Office 365, desktop, and application support.
- Experience in regulated environments or with financial advisors is advantageous.
- Preferably degree-qualified, with an MSc or equivalent experience.
- Experience with Assyst is beneficial.
- In-depth knowledge of Active Directory and technical support skills.
- Excellent communication skills and ability to interact with stakeholders at all levels.
- Highly motivated with a passion for exceptional service delivery.
- Strong analytical, problem-solving, and organizational skills.
- Proactive in problem management, with the ability to collaborate with other teams and external providers.