My client based in Southend Essex are seeking an experienced, hands-on, Service Desk Manager to play a pivotal role in leading and developing their Service Desk.

Your main responsibilities will include:

• Manage and lead the Service Desk team, including hiring, training, and coordinating work schedules
• Setting and meeting internal service targets, including first-time fix rate, SLAs/OLAs, and customer satisfaction scores.
• Oversee the day-to-day operations of the Service Desk, ensuring timely and effective resolution of support requests
• Implement and maintain ITIL (Information Technology Infrastructure Library) best practices
• Conduct regular performance reviews and provide feedback to team members
• Promote continuous improvement through process enhancements and training initiatives
• Handle escalations and serve as the primary point of contact for high-priority incidents
• Monitor industry trends and evaluate new technologies to identify opportunities for improvement

To be successful in this role you must have:

• Full IT literacy with excellent knowledge of all common Microsoft packages, including Microsoft 365.
• Strong understanding of ITIL framework and service management best practices
• Excellent communication and customer service skills
• Proven ability to manage and motivate a team of technical professionals
• Strong problem-solving and analytical skills
• Ability to manage multiple priorities and meet deadlines

Please send your CV in Word format to be considered for this great opportunity.

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