Service Desk Manager

JOB: Service Desk Manager LOCATION: Mosborough/Halfway (S20) SALARY: Circa £35k plus benefits STATUS: Permanent My client is looking to appoint a Service Desk Manager. This is an exciting position in a rapidly growing company where you will play a pivotal role in supporting the organisation. As the Service Desk Manager for the group, you will own the Service Desk, managing a close-knit, fast-paced team, who are currently working to support 1000 users. You will be working alongside a project team who are working on a significant programme of IT improvements for the business. As projects are finished, they will be handed over for you and your team to support. As the Service Desk Manager, you will be responsible for the Incident and Service Request processes for both internal and external customers. This role will require a strong leader, with the ability to improve and build the processes around the Service Desk. Key Responsibilities ·Responsible for the general maintenance and support of all on site IT systems and applications. ·You will provide support and act as mentor to the support team (4) to ensure that they can perform to the best of their ability and develop with the business. ·Continually anticipating areas of improvement and development to support our ambitious growth plans. ·Responsible for both internal and external customer queries, including management of 3rd party vendors. ·Make sure the team are adhering to SLA's and targets and maintain business services by monitoring, measuring, optimising, and reporting performance. ·Support the Group IT Director around service strategy. What You Will Need to Succeed ·Previous Experience in a Service Desk Leadership role would be helpful though not essential. ·Experience and success in managing a busy Service Desk function ·Knowledge of ITIL processes and the ability to implement and introduce them across a business ·Strong team leadership and people management skills. ·Strong understanding of local and cloud-based technologies - particular the Microsoft stack. We are heavy user of RDS and Azure hosting. ·Good understanding of process and the ability to apply it to improve service and reduce cost. Personal Qualities ·The role is based in Sheffield, but travel will be required all over the UK mainland. ·As this is in a retail/b2b environment then weekend work and outside of typical working time (8-5) will be required. ·Preferably degree level educated in an IT subject but flexible based on experience. ·Clean driving licence.