Title: IT Service Desk Manager
Salary: Up to £63k DOE + Benefits
Location: Swindon

About the role
An exciting opportunity has arisen for an experienced IT Service Desk Manager to lead a dedicated team in delivering exceptional IT support. This role focuses on ensuring service excellence, with a commitment to handling each request professionally and efficiently.
The successful candidate will also be responsible for creating streamlined processes and driving a proactive "shift-left" approach to improve the overall customer experience.
The IT Service Desk plays a pivotal role in the business, and as such, the position requires regular attendance at the Swindon office (4 days a week).

Key Responsibilities:

• Ensure the team adheres to ITIL processes, quality management, risk management, and security policies.
• Manage day-to-day service desk operations, delivering top-tier support to colleagues and partners.
• Motivate, lead, and develop staff to meet performance targets.
• Take ownership of IT call resolutions by collaborating with various support teams.
• Drive continuous improvement of team performance and efficiency.
• Proactively reduce call volumes by partnering with the Problem and Technical Training Manager.
• Organise and prioritise team workload effectively.
• Build and maintain relationships with key stakeholders to ensure high levels of customer satisfaction.

Key Requirements:

• Proven experience managing a service desk team in various industries.
• Successful implementation of ITIL processes and best practices.
• Strong technical foundation, with expertise in Office 365, desktop support, and application support.
• Previous experience working in a regulated environment, ideally with Financial Advisors.
• Degree qualification preferred, with MSc or equivalent experience being advantageous.
• Familiarity with Assyst is beneficial.
• Proficiency in Active Directory and technical desktop support.
• Excellent communication skills with the ability to engage with stakeholders at all levels.
• Strong organizational and analytical skills with a problem-solving mindset.
• Self-motivated with the ability to take ownership and proactively manage problems, leveraging internal teams and third-party providers when necessary.

Why Join?
This role offers a chance to be part of a dynamic and fast-growing business with a strong commitment to personal and professional development. The organization is known for its supportive culture and was recognized as one of the Best 100 Large Companies to Work for in 2022. With a focus on inclusivity, work-life balance, and professional growth, employees are empowered to succeed both in and out of the workplace.
In addition to a competitive salary, the company offers a comprehensive benefits package, including an industry-leading bonus scheme, enhanced pension, critical illness cover, and a variety of flexible benefits designed to support your well-being and career progression.