Service Desk Manager

Job Title: Service Desk Manager (Contract)
Location: Liverpool, UK (On-site/Hybrid)
Contract Duration: 3 Months
Day Rate: £300 - £350 per day (Outside IR35)

Job Title: Service Desk Manager (Contract)
Location: Liverpool, UK (On-site/Hybrid)
Contract Duration: 3 Months
Day Rate: £300 - £350 per day (Outside IR35)

Job Description:
We are seeking an experienced Service Desk Manager for a 3-month contract based in Liverpool. The successful candidate will be responsible for leading a busy IT service desk team, ensuring high-quality support delivery and driving service improvements. You will oversee day-to-day operations, manage SLAs, and act as the main escalation point for technical and customer service issues.

Key Responsibilities:

• Manage and support the service desk team to deliver efficient first-line IT support.

• Ensure incidents and requests are resolved within agreed SLAs.

• Monitor performance metrics and implement service improvements.

• Act as the escalation point for complex or high-priority issues.

• Liaise with other IT teams and business units to ensure seamless support.

• Produce regular reports and updates for senior management.

Requirements:

• Proven experience managing an IT service desk.

• Strong leadership and people management skills.

• Excellent understanding of ITIL processes (certification desirable).

• Strong customer service focus with excellent communication skills.

• Experience working in a fast-paced environment.

Start Date: ASAP

If you're a hands-on leader with a passion for service excellence and available for an immediate start, please apply!

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates