Service Desk Manager

Job Description Job Title: Service Desk Manager
Location: Cheshire/ South Manchester
Salary Range: up to £55k plus benefits (depending on experience)

Your Schedule:
This role is primarily on-site, requiring a presence 5 days a week. Flexibility in start and end times is available as needed, aligning closely with our operational hours from 8:00 am to 6:00 pm, Monday to Friday.

*NO SPONSORSHIP IS PROVIDED*

SOM3 are working exclusively with a fast-growing automotive industry company seeking to build out an IT hub in the Greater Manchester/ Cheshire area. First point of call is to acquire a Service Desk Manager with a growth mindset, positive attitude and high energy who can lead a team.

As the IT Service Desk Manager, you will pioneer the creation and management of our new IT service desk. This is a rare greenfield opportunity where you'll select the best people and tools, and implement efficient processes to set the foundation for a high-performing IT service desk. You'll drive a culture of excellence, support, and innovation, ensuring our technology function aligns with and propels our business objectives.

What You’ll Do:
Build and lead a high-performing support team, ensuring KPIs, SLAs, and OKRs are met
Oversee team performance and development.
Recruit, train, and continuously improve team capabilities.
Foster a positive, high-energy work environment.
Align service expectations with stakeholders to meet business needs.
Conduct performance reviews with IT providers.
Manage service levels and create performance reports.
Optimize third-party services.
Oversee major incidents and problem resolution.
Maintain clear communication during incidents and changes.
Provide support for incident management and escalations.
Manage IT onboarding and equipment setup for new starters.
Oversee secure removal of access and retrieval of equipment for leavers.
Streamline processes for rapid growth and efficient equipment management.
Facilitate IT integration of acquired businesses.
Deliver IT services aligned with ITIL principles.
Ensure compliance with information security standards.
Collaborate on software and infrastructure updates.
Maintain end-user equipment security standards.
Produce reports for executives and the board.
Measure customer satisfaction and identify improvements.
Build strong working relationships across the business.
Review third-party supplier performance.

What We’re Looking For:
Extensive experience leading a service desk in a multi-site organization, catering to a large user base.
Strong grasp of ITIL principles and project management.
Proficiency in using and reporting from helpdesk ticketing systems.
Effective in managing service levels and performance reporting.
Positive, high-energy mindset with a focus on continuous improvement.
Experience in a Microsoft 365 environment and familiarity with niche third-party applications.
Background in retail or service/support industries is a plus.

What’s Next:
This is a pivotal role with the potential for career advancement, possibly evolving into a broader service delivery position. Be a part of our exciting growth journey and shape the future of our IT service desk.