IT Service Desk Manager

Sittingbourne, Kent
11 Oct 2017
13 Oct 2017
Contract Type
Full Time

IT Service Desk Manager


Salary: Dependent on skill set & experience, circa £34-40k plus Benefits


Our client is a market-leading IT solutions provider specialising in platform hosting, network infrastructure, data centre and business continuity services for small, medium and large enterprises, public sector organisations, as well as other service providers.


Established for over 25 years and with a £6M turnover and strong balance sheet, the company’s facilities include two data centres, a disaster recovery suite, a network operations centre and has a record of sustained growth and is currently experiencing further rapid expansion.


They are predominantly focused on Microsoft technologies, as well as industry leading providers of Routers, Switches, Firewalls and Wireless Technologies, Printers, Desktops and Servers and Telephony and Connectivity services.


The Service Desk Manager Role provides leadership, governance and control of all service desk and field engineering activities undertaken by the company in support of service delivery. The candidate should be a motivated and experienced practitioner demonstrating a proven ability to ensure a professional and competent quality of service is delivered. Reporting to the Head of Technical Services the candidate will take responsibility for the effective running of the company’s service desk and field engineering capability in line with the company’s service management procedures. This includes incident management, problem management, change management and service request fulfilment.


Responsibilities will include:

 Leading and managing the team, ensure there is a clear vision of what is required from all members of staff

 Motivating the service delivery team to achieve a high level of productivity while providing excellent quality service

 Mentoring individuals to achieve a service orientated approach

 Ensure that staffing & skill levels are maintained throughout operational hours by managing staffing rotas

 Acting as the point of escalation where difficult or controversial calls are received and where customer complaints require attention and resolution, escalating higher up the organisation where appropriate

 Take responsibility for the production, monitoring and maintenance of service desk performance statistics and management reporting

 Ensuring that all incidents, problems and service requests are dealt with, based on a detailed understanding of the company portfolio and its customers

 To work effectively with customers and the sales team in the delivery of new systems and services into production to meet customer requirements

 Fostering the continuous evolution of standards, striving to be best in class in service delivery and support

 Responsible for managing performance at both the team and individual levels and for conducting performance reviews

 Responsible for the recruitment and retention of an appropriately skilled resource pool

 Ensuring compliance with all policies, processes and procedures mandated by the company.

The ideal candidate will be a highly motivated individual, demonstrating strong inter-personal skills and willing to embrace change whilst looking to develop a long term career. While the successful candidate will have a good technical knowledge of IT, the primary requirement is for a seasoned individual who is capable of leading the team in producing successful outcomes.

Due to the nature of this role and the organisation’s commitment to security, the successful candidate should expect to be subject to security vetting.

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