IT Service Desk Manager

Job Description

We are seeking a skilled IT Service Desk Manager to oversee our support team in Grimsby. The successful candidate will lead the service desk operations, ensuring efficient resolution of IT issues, and maintain high levels of customer satisfaction. This role involves strategic planning and implementation of IT support processes.

Responsibilities

• Enhance the service desk by implementing innovative solutions.
• Assess customer feedback to improve service delivery.
• Foster teamwork and communication within the IT support team.
• Manage vendor relationships and service contracts as needed.
• Stay updated on industry trends and best practices in IT support.
• Prepare and maintain a knowledge base for common issues.
• Participate in budget planning and resource management.
• Lead incident response initiatives for major service outages.
• Report on key performance indicators (KPIs) to senior management.

Requirements

Education

• Bachelor's degree in Computer Science or related field
• Master's degree is an advantage

Experience

• 5+ years in service desk management or IT support leadership

Technical Skills

• Network Troubleshooting
• Cloud Services (e.g., AWS, Azure)

Soft Skills

• Team Building
• Customer Service Orientation

Certifications

• ITIL Practitioner
• CompTIA Security+

Languages

• English: Fluent

Advantageous

• Experience with developing IT policies: Proven track record of developing and implementing IT policies.
• Experience with customer relationship management tools: Familiarity with CRM systems for tracking customer interactions.

Benefits

• Generous holiday allowance plus bank holidays
• Employee training and development programs
• Wellness initiatives and employee support programs
• Access to the latest technologies and resources

Company Culture

• Continuous Learning: We offer continuous learning opportunities to ensure our team stays ahead in the industry.
• Work-Life Balance: We believe in maintaining a healthy work-life balance for our employees.
• Employee Recognition: We celebrate our staff's achievements and recognize their hard work.