Service Desk Manager

Service Desk Manager | £40,000-50,000 | Hybrid | Liverpool

An exciting opportunity to join a Global IS function, transforming the digital delivery for end users!

As Service Desk Manager, you will:

• Lead a team of 15 Analysts
• Ensure the delivery of outstanding customer service
• Curate a culture of continuous service and process improvement
• Lead daily activities for Incident and Request Management, and Service Desk processes
• Work with colleagues and end users across the globe
• Point of escalation for team and global function leads
• Report on Incident and Process metrics for SLAs
• Manage escalations and contractual SLAs with suppliers
• Make recommendations for continuous improvements to procedures
• Ensure compliance policies and procedures are adhered to

We are looking for a Service Desk Manager with a combination of the following:

• Minimum of 3 years' experience managing a Service Ops team
• Experience support users across multiple sites and/or countries
• Able to lead effectively, drive performance and capabilities
• Experience in incident management, request fulfilment, and an SLA driven environment
• Excellent internal and external stakeholder management
• Demonstrable delivery of objectives through collaboration and influence
• Experience working in an ITIL driven environment

What you'll get in return

• Salary of £40,000-50,000, pension contribution
• 25 days holiday going up with length of service, bank holidays, option to buy/sell more
• Life assurance, pension
• First class training, development, and a rewarding career!

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