Service Desk Manager

Job Title: Service Desk Manager
Contract Type: Permanent
Location: England
Reference: 1239286
Contact Name: Fran Curtis
Contact Email:
Job Published: February 03, 2022 17:15

Job Description

Service Desk Manager- Remote working
You will have the opportunity to work remotely although you would be required to travel to each of the sites both in the UK and outside of this.
Hours of work: Full time hours Monday to Friday 37 hours per week
Location: Southern – Portsmouth/Southampton
Salary: £40k plus bonus
Plus fantastic benefits which include
  • Mobile phone
  • Laptop
  • Car allowance
  • Pension
  • Holiday
  • Travel experiences
Dynamite recruitment are working with a very well-established business who are looking for a Service Desk Manager to develop and manage the Global Service Desk team.
As a Service Desk Manager, you will be responsible for: 
  • To manage and develop the team to ensure the department is running 24/7
  • Complete regular 121’s with the team to ensure KPI’s and customer satisfaction is met.
  • Produce regular reports to executive management, with KPI’s achieved and plans in place to improve this if necessary
  • Ensure all staff are provided with suitable training
  • Work closely with the IT team to ensure a smooth escalation process is in place
  • Review and produce new technical processes
  • Be the Global point of contact when it comes to escalations
  • Own and manage 3rd parties and the processes that provide services to the Service Desk team.
  • To ensure compliance with ISO27001 policies
  • Provide support to UK offices located in Portsmouth & London
  • Occasional travel will be required with this role
As a Service Desk Manager, you will have/be:
  • Exceptional customer service experience in critical business situations is essential
  • At least 5 years’ experience working in technical service desk or technical customer services is essential
  • Experience using JIRA Service Desk or equivalent management software is highly desirable
  • Outstanding knowledge and experience in established IT type processes/methodologies
  • Self-started who is keen to learn new technologies
  • Advanced experience using Microsoft Office 365 suite is essential.
  • Can resolve problems, deal with complex situations and a natural in delivering a high level of customer service
  • An interest of IP Networks, networking concepts and technology is desirable
  • Previous experience managing customers as well as internal teams, to meet Service Level Agreements or agreed expectations
To be considered please submit your CV Immediately

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