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Service Desk Operations Manager

Date Posted: 07/02/2024

Location: London

Job Type: Full time

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Service Desk Operations Manager

Full Time

London or Reigate - Hybrid ( at least 2 days per week in office)

About the role

We are seeking a dynamic and experienced Service Desk Operations Manager to join our team.

The Service Desk Operations Manager is responsible for leading and managing the service desk team which includes 1st and 2nd line engineers, alongside managing the day to day operations of the IT service desk function. They are accountable for aspects of service management including incident management, major incident management, problem management, service request fulfilment, configuration and asset management, reporting, continuous service and operational acceptance for new and changed services.

The Service Desk Manager will support service improvements across the tools, processes and policies within the function. They will support the analysis, identification, prioritisation and implementation of improvements and efficiencies, thereby ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of processes and determining costs and benefits of new approaches that maybe needed

Key Accountabilities

The Service Desk Operations Manager will ensure that customer expectations are met or exceeded and responsible for ensuring service team staff are meeting and exceeding expectations regarding performance, meeting defined benchmarks, and that standards and processes are followed to provide effective customer service. Key accountabilities include:

  • Lead and line manage a team of IT service engineers, covering 1st and 2nd line

  • Carrying out one to ones, appraisals, setting and monitoring performance goals for the service desk team, and providing training and development opportunities

  • Act as an escalation point for the service desk team and for our internal user base

  • Manage, monitor and report on all tickets coming into the Technology Operations function

  • Manage priority 1 and priority 2 incidents through to resolution, including co-ordinating an incident team, capturing root cause analysis and keeping stakeholders updated and informed through communications

  • Manage communications and updates to our users centrally through the IT Service Desk

  • Monitor and report on service performance against agreed service level agreements (SLAs)

  • Monitor and report on customer satisfaction feedback and survey scores and act on feedback through continuous improvement to service delivery

  • Support continual improvement plans for IT service improvement initiatives

  • Ensure the knowledge base within Service Now is maintained and report on improvements to self-service resolution

  • Create, manage and maintain excellent working relationship with stakeholders across the businesses

  • Maintain and manage relationships with vendor and technology partners

  • Support the new starters, leavers and transfers processes

  • Maintain a register of assets in line with the starters and leavers process

  • Identify process optimisation opportunities and contribute to and support the implementation of proposed solutions

  • Be a Champion for the use of ServiceNow

  • Promote a ‘One Team’ ethos with effective collaboration between colleagues and key stakeholders

  • Train, coach and mentor other team members where necessary

  • Champion Agile best-practices, processes, and tools in support of service processes

Qualifications and Experience

  • Proven experience as a Service Desk Manager or strong supervisory or experience in an ITSM environment

  • Excellent working knowledge of Service Now

  • Office 365 product suite and Microsoft cloud services

  • Strong experience of implementing service desk processes and procedures

  • Strong leadership and interpersonal skills.

  • Excellent problem-solving and decision-making abilities.

  • Good knowledge of reporting and ability to extract data for operational reporting

  • ITIL certified / ITIL qualifications

  • Exceptional communication skills, both written and verbal.

  • Excellent customer facing / customer service skills

  • Able to work under pressure and meet deadlines

  • Experience managing third party vendors

  • Demonstrable experience supporting technology service roadmaps

Benefits we offer


•    Competitive Salary, Pension Scheme and Life Assurance
•    25 Days Annual Leave plus an Additional Day on us for your Birthday
•    Private Medical Cover and Income Protection, just in case
•    A Bonus Scheme that takes a balanced approach and looks at both `in role performance’ but also `the behaviours and attitudes you exhibit at work’
•    FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)
•    Plus we have a variety of Employee Funded Benefits available to our Employees via our Online Benefits Portal

If you have experience managing a Service Desk or Service Operations team and are looking for an exciting opportunity to work in a fast paced organisation get in touch!

    Apply Now