Service Desk Manager
HybridLeeds, England, United Kingdom
Job Summary
Proactively manage Service Desk operations by ensuring high service statistics, maintaining SLAs through collaboration with Service Operations, and driving continuous improvement backed by data. Lead, coach, and develop a high-performing team while managing hiring requirements and supporting the IT Service team in training and mentoring. Oversee incident processes, monitor ticket adherence to SLAs, and work with the Service Transition team to onboard new projects and capture knowledge. Ensure all legal, ethical, and professional requirements are met while fostering a positive, customer-focused culture across the business. Participate in an out-of-hours rota as required, with fair scheduling and additional compensation for on-call periods.
Required Qualifications
- Experience leading a service desk team
- Experience leading a service desk team, ideally up to 3rd line support
- Experience working in a fast-paced organisation
- Experience of working in a pressured environment, delivering against tight deadlines
- Strong communication and relationship management skills
- Strong troubleshooting and complex solving skills
- Experience in Jira Service Management tooling
- Applicants must prove they have the right to live in the UK
- All successful applicants will be required to undergo a DBS check
Desired Qualifications
- A ITIL v4 Foundation
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