Service Desk Manager

IT Service Desk Manager
Location: Swindon
Salary: £55K - £63K per year
Type: Full-time, 4x per week on-site

Role Overview:
We are seeking a dedicated IT Service Desk Manager to lead a skilled team responsible for delivering exceptional IT support. Your primary focus will be to ensure service excellence, manage support processes efficiently, and promote a proactive approach to improving the customer experience. The role requires regular attendance at our Swindon office, four days a week.

Key Responsibilities:

• Lead the team in adhering to ITIL processes, quality management, risk management, and security policies.
• Oversee daily operations to ensure high-quality service for all internal and external clients.
• Manage, inspire, and develop team members to meet performance targets.
• Resolve IT support issues by collaborating with other support teams.
• Enhance team performance and efficiency, and explore methods to reduce call volumes in collaboration with relevant managers.
• Organize and prioritize team tasks effectively.
• Build and maintain strong relationships with key stakeholders to ensure high customer satisfaction.

Qualifications and Skills:

• Extensive experience managing a Service Desk team in various settings.
• Proven track record in implementing ITIL processes and industry best practices.
• Strong technical background with expertise in Office 365, desktop, and application support.
• Experience in regulated environments or with financial advisors is advantageous.
• Preferably degree-qualified, with an MSc or equivalent experience.
• Experience with Assyst is beneficial.
• In-depth knowledge of Active Directory and technical support skills.
• Excellent communication skills and ability to interact with stakeholders at all levels.
• Highly motivated with a passion for exceptional service delivery.
• Strong analytical, problem-solving, and organizational skills.
• Proactive in problem management, with the ability to collaborate with other teams and external providers.