IT Service Desk Manager - ITIL - Cardiff

IT Service Desk Manager / ITIL / Support - Cardiff

IT Service Desk Manager with proficient experience in leading a team of service desk analysts. Experience managing SLAs and monitoring KPIs is also essential for this leading company based in central Cardiff. You will join an already established service desk team that offers hybrid working, so 3 days in the office, and 2 days working from home.

Essential Skills Required:

• Service desk team leading experience
• Experience with working in a service desk / IT helpdesk environment
• ITIL - Knowledge of service desk procedures
• General helpdesk IT support such as active directory, exchange, PC support, and IT admin, etc
• Any experience working within a professional services or finance company such as an accountancy or law firm would be a bonus

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Desirables:

• ITIL Certified
• Work with multiple helpdesk software

The Role:

This is a great opportunity for an experienced service desk team leader to have the chance to be part of an outstanding team filled with some of the most influential individuals in the industry.

My client is looking for a Hands-on, service desk team leader who is ready to jump into a fast-paced environment and gain exposure to the latest tools. You will have the opportunity to implement your own knowledge and influence the team's success, whilst also sharing your own ideas. There is also an opportunity for you to work on a new helpdesk software that they are looking to implement potentially

Other duties include to develop and implement service desk policies, procedures, to optimize service delivery and ensure adherence to ITIL processes and procedures. You shall also monitor service desk performance metrics, analyse trends in IT, and identify areas for improvement to enhance service levels across the company

You will be managing a team of service desk analysts and ensuring all tasks are delegated on a daily basis. This role is 70% management and 30% technical. You will be the first point of contact for any queries or incidents this also includes responding to any incidents via phone, email, visits, or through the internal monitoring systems. As the Service Desk Team Leader you will coach & mentor the team and produce performance management plans for the service desk team members.

My client is looking for an IT Service Desk Manager and is paying a starting salary of between £35,000 - £40,000 + Hybrid working.

To apply press the "apply now" button or send your CV to matthew.leach @ circlerecruitment.com

Keywords:

ITIL / Reporting / Support / Service desk / Line management / Active directory / Exchange / Service Desk Manager - Cardiff - 40K

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