Job Description
We're seeking a talented professional to oversee service desk operations, ensure seamless service delivery, and drive performance excellence in a high-pressure, fast-paced setting.
As the Service Desk Manager, you'll be responsible for managing first- and second-line technical support, overseeing incident control, service request life cycles, and maintaining excellent communication with end users. You will provide operational leadership, ensuring services are efficient, cost-effective, and aligned with organizational goals.
Key Responsibilities
- Lead a high-performing Service Desk team to exceed SLAs and KPIs.
- Manage resources effectively to support global operations.
- Champion ITIL best practices, particularly for incident management and service improvement.
- Drive process improvements and develop robust policies, procedures, and standards.
- Train, coach, and mentor staff, fostering career growth and skill development.
- Collaborate across departments to ensure effective incident management and seamless support.
- Monitor system security and manage risk, ensuring appropriate escalation and resolution of incidents.
- Manage major incidents and communication strategies for outages or emergencies.
What We're Looking For
- Experience: Minimum 3 years of experience managing a Service Desk team within a global organization, preferably in a high-pressure, 24-hour support environment.
- Skills: Proven leadership, strong analytical abilities, and excellent communication skills.
- Knowledge: In-depth understanding of Service Desk operations, ITIL frameworks, SLAs, KPIs, and IT service management tools (e.g., ServiceNow, BMC Helix).
- Education: Degree qualified (preferred) and/or relevant certifications (e.g., Service Desk Manager certification).
- Tools: Experience with tools like Genesys or similar Automatic Call Distribution systems.
This is an exciting role for someone with a passion for technology and customer service excellence. You'll work in a collaborative, global environment and have the opportunity to shape the future of IT service delivery within a leading organization.
Salary Range: $129,000 - $162,000 per year (based on qualifications and experience).
For more information, please contact Alice Armstrong at Hayward Hawk.
Job Tags
Permanent employment, Full time,