Job Reference: BBBH75707
Job Duration:
Start date: ASAP
Description:
Job Title: Service Desk Manager
Location: Gateshead
Working Pattern: Monday to Friday (37.5 hours per week) - 4 days in OfficeContract Type: Permanent
Job Summary:
We are looking for a Service Desk Manager to lead our clients' support team, ensuring efficient resolution of user issues and continuous improvement of service desk processes.
Key Responsibilities:
*Lead and mentor a team of service desk technicians.
* Oversee daily operations and ensure prompt issue resolution.
* Monitorservice desk metrics and maintain high service quality.
* Ensure customer satisfaction and manage escalated issues.
* Identify and implement process improvements.
* Manage incident and problem lifecycles.
* Prepare and present performance reports.Requirements:
* Bachelor's degree in IT or related field, or equivalent experience.
* 5+ years in IT support, with 2+years in a supervisory role.
* Strong understanding of ITIL principles and service management software.
* Excellent leadership, communication, and problem-solving skills.
* Flexibility to work overtime and travel as needed.
Preferred Qualifications:
* ITIL certification.
* Experience with service desk automation.
* Knowledge of cybersecurity best practices.
WhatWe Offer:
* Basic: £27,000 - £30,000
* Career growth opportunities.
* 23 days holiday plus bank holidays, rising to 28days after 5 years.
* Stakeholder pension scheme & death in service benefit.
* Discounts and deals through our reward platform.
* Healthcare cash plan.
* Cycle to work scheme.
* Volunteer Days.
* Referral bonuses.
* Employee Assistance Programme.
* Enhanced Maternity and Paternity scheme.
Industry: IT
Salary: £27000 - £30000 per annum
Salary Benefits:
Vacancy Type: Permanent
Job Skills: -
Contact Name: Jack Finch
Website: -
Direct Application URL: -