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,

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