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Service Desk Manager

Posted 5 February by Gloss Creative Recruitment Ended

Service Desk Manager

My Client is global specialists in technology with a focus on future audio visual, video conferencing and cloud based solutions. With the benefit of over 20 years in project management at Prince2 Practitioner standards, they apply the best practice in their delivery methodology. Their skills are extremely diverse for the technology industry which means they offer solutions which consider the many facets that businesses need when making the decision to invest in new technology.

Planned growth has resulted with the need to further strengthen their Service Desk Team with a Manager. Reporting to the Operations Director, the successful candidate will be responsible for the management of the day to day operations of the Service Desk Team.

Areas of Responsibilities include:

Delivery Management:

  • Management of the Technical Operations Team, including responsibility for the service desk and management and implementation of the teams’ personal development plans.
  • Empower the team to take ownership of incidents, problems and changes.
  • Ensures staff rotas and escalation processes are in place to ensure the service operates 24/6.
  • Monitor individual and team performance to achieve SLAs and QA standards.
  • Defining and monitoring SLAs in relation to contracted services, ensuring the SLAs are achieved; service quality and client expectations are met or exceeded.
  • Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed.
  • Implement and facilitate internal training sessions with reference to service delivery.
  • To ensure that reports are provided to an agreed schedule (or on request), including capacity management and service desk performance reports.

People Management:

  • Responsible for Technical Operations team shaping, building, development through coaching and mentoring, management and motivation in line with Company’s Operating Principles.
  • Empower the team to take ownership of incidents, problems and changes.
  • Holding monthly 121s and quarterly reviews with the Technical Operations team
  • Managing disciplinary and grievance procedures concerning the technical operations team.
  • Develops positive, constructive, proactive and customer centric behaviours within the team and all individuals are measured accordingly.

Quality Management:

  • Responsible for managing the quality of deliverables for service
  • Ensure all cases notes are accurate and up to date on SNOW and Salesforce
  • Responsible for ensuring that all KPIs defined are met or exceeded
  • Ensure all documentation and information is kept up to date
  • Ensure all new contracts and services are accepted into service as per the procedure.
  • Ensure that delivered services are fit for purpose, carrying out relevant reviews as necessary


  • Responsible for weekly and ad hoc reporting on service status to the Leadership Team.
  • Facilitating sessions for service delivery including incident review, problem resolution, capacity and planning.
  • Ensures that team communications are in place to facilitate a 24/6 service and this is evaluated on a regular basis.

Performance Indicators/Targets:

  • High customer satisfaction ratings
  • 95% of incidents dealt with within agreed SLA
  • Skills within the Technical Operations team remain sufficient to meet internal and external business demand
  • Annual objectives set during appraisals are met
  • Team productivity targets(85%) achieved
  • Zero Service improvement Notices received by customers.

Experience/Skills Required:


  • Min 3 years experience in a high paced service environment.
  • Strong leadership skills in managing and developing teams - min 2 years
  • Change Management experience
  • Excellent analytical and problem solving skills.


  • Worked in process improvements initiatives to drive efficiency and service improvements - either Lean or Six Sigma

Education and Qualifications:

Minimum 6 GCSEs - grades A-C including Maths and English.

  • Ideally educated to 3rd level education standards.
  • Ideally ITIL Service Management accreditation

Location - The role will be based in Halifax, West Yorkshire, England. The ability to travel in the UK and internationally may be required.

In return, they are offering a competitive salary plus an excellent benefits package and the opportunity to develop and progress your career with a world class organisation.

For further information contact Bernard Smirke or send your CV to him.

Required skills

  • Capacity Management
  • ITIL
  • Service Management
  • Service Improvement
  • Team Performance

Reference: 34395138

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