Service Desk Manager

Your New Role

We are recruiting a Service Desk Manager for a public service organisation. You will lead a team of service desk staff who provide technical support to users across departments. In this role, you will implement ITIL processes, manage service agreements, and ensure IT support for service delivery.

• Oversee the daily operations of the service desk to ensure efficient and effective support.
• Manage and mentor service desk staff, providing guidance and training.
• Develop and implement service desk policies, procedures, and best practices.
• Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs).
• Coordinate with other IT teams to resolve complex issues and improve service delivery.
• Handle escalations and ensure timely resolution of critical incidents.
• Maintain and update the service desk knowledge base and documentation.
• Identify and implement improvements to enhance service desk efficiency and customer satisfaction.

What You'll Need to Succeed

• Experience managing service desk operations, with team leadership experience
• ITIL knowledge and implementation experience (ITIL certification preferred)
• Experience with service desk tools and ticketing systems
• Track record of improving support metrics
• Stakeholder management skills with communication at all levels
• Experience managing support teams
• Problem-solving abilities and capacity to work within public sector processes

What You Need to Do Now
If you want to advance your career in an IT service management role where you can make a difference, click 'apply now' to forward an up-to-date copy of your CV.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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