Service Desk Manager - Contract

My MSP client is on the lookout for a Service Desk Manager to join their team out in their Manchester or London offices.

Day Rate: £325 P/D (Outside of IR35)

Location: Manchester or London (On-site)

Duration: 6 Months

Job Summary:

As a Service Desk Manager, you will be responsible for overseeing the daily operations of my Client's IT Service Desk, managing the service desk team, and ensuring that our end users receive exceptional IT support. You will be instrumental in driving the delivery of technical support, managing incident resolution, and ensuring high levels of customer satisfaction.

Key Responsibilities:

• Lead and manage the Service Desk team to provide support for incidents and service requests, ensuring effective management of SLAs.
• Develop and implement policies and procedures that increase efficiency and enhance customer service across all aspects of the Service Desk.
• Participate in ISO Audits / maintaining ISO Standards as required, including creating reports and providing evidence.
• Coordinate with IT and business stakeholders to ensure alignment with overall business objectives.
• Manage the recruitment, training, and development of Service Desk staff.
• Oversee the management of the ITSM tool(s) and ensure optimal configuration to meet business needs.
• Handle escalated issues and ensure a quick resolution.

Skills & Qualifications:

• Proven experience as a Service Desk Manager or similar supervisory role in IT support.
• Proficiency in Microsoft O365, Exchange, SharePoint, OneDrive, Azure, and Intune Excellent interpersonal and communication skills.
• Proficient in ITSM software and tools.
• Strong analytical and problem-solving skills.

• Comprehensive understanding and experience with ITIL v4 best practices.