Service Desk Manager

We are seeking an efficient and proactive Service Desk Manager to oversee and enhance our technology and telecoms operations. The successful candidate will be responsible for managing our operations function, ensuring the efficiency of our support services and the satisfaction of our clients.

Client Details

Our client is a well-established, medium-sized technology and telecoms company based in Manchester. The company is recognised for its commitment to innovation, delivering leading-edge technology and telecoms solutions to a diverse range of clients. They pride themselves on creating a supportive, progressive work environment.

Description

• Manage and coordinate the operations centre to ensure efficiency and productivity.
• Drive the development and implementation of operational procedures and policies.
• Work closely with support teams to resolve client issues promptly and effectively.
• Collaborate with stakeholders to identify and implement improvements in operational processes.
• Ensure compliance with industry regulations and company standards.
• Conduct performance reviews and provide constructive feedback to team members.
• Coordinate with HR to recruit, train, and retain qualified operations centre staff.
• Prepare and present operational reports to senior management.

Profile

A successful Service Desk Manager should have:

• Significant prior experience of running a similar department at a management level
• ITIL Foundation required
• Experienced within ITIL Methodology including, Incident Management, Major Incident Management, Problem Management & Change Management
• Previous experience in managing an operations centre in the technology and telecoms industry.
• Strong organisational and leadership skills.
• Excellent communication and interpersonal skills.
• An ability to make decisive, informed decisions.
• Proficiency in project management and operational software.

Job Offer

• An estimated salary range of 54,000 - 60,000 commensurate with skills and experience.
• A comprehensive benefits package.
• A supportive, inclusive company culture.
• Opportunity for career progression within the technology and telecoms sector.
• Generous holiday leave.

We invite qualified candidates who are passionate about enhancing operational efficiency in the technology and telecoms sector to apply.