Job Title: Service Desk Manager
Location: Mitlon Keynes
Salary Range: up to £70k plus benefits (depending on experience)
Your Schedule:
This role is primarily on-site, requiring a presence 5 days a week. Flexibility in start and end times is available as needed, aligning closely with our operational hours from 8:00 am to 6:00 pm, Monday to Friday.
*NO SPONSORSHIP IS PROVIDED*
SOM3 are working exclusively with a fast-growing automotive industry company seeking to build out an IT hub in the Milton Keynes area. First point of call is to acquire a Service Desk Manager with a growth mindset, positive attitude and high energy who can lead a team.
As the IT Service Desk Manager, you will pioneer the creation and management of our new IT service desk. This is a rare greenfield opportunity where you'll select the best people and tools, and implement efficient processes to set the foundation for a high-performing IT service desk. You'll drive a culture of excellence, support, and innovation, ensuring our technology function aligns with and propels our business objectives.
What You'll Do:
* Build and lead a high-performing support team, ensuring KPIs, SLAs, and OKRs are met
* Oversee team performance and development.
* Recruit, train, and continuously improve team capabilities.
* Foster a positive, high-energy work environment.
* Align service expectations with stakeholders to meet business needs.
* Conduct performance reviews with IT providers.
* Manage service levels and create performance reports.
* Optimize third-party services.
* Oversee major incidents and problem resolution.
* Maintain clear communication during incidents and changes.
* Provide support for incident management and escalations.
* Manage IT onboarding and equipment setup for new starters.
* Oversee secure removal of access and retrieval of equipment for leavers.
* Streamline processes for rapid growth and efficient equipment management.
* Facilitate IT integration of acquired businesses.
* Deliver IT services aligned with ITIL principles.
* Ensure compliance with information security standards.
* Collaborate on software and infrastructure updates.
* Maintain end-user equipment security standards.
* Produce reports for executives and the board.
* Measure customer satisfaction and identify improvements.
* Build strong working relationships across the business.
* Review third-party supplier performance.
What We're Looking For:
* Extensive experience leading a service desk in a multi-site organization, catering to a large user base.
* Strong grasp of ITIL principles and project management.
* Proficiency in using and reporting from helpdesk ticketing systems.
* Effective in managing service levels and performance reporting.
* Positive, high-energy mindset with a focus on continuous improvement.
* Experience in a Microsoft 365 environment and familiarity with niche third-party applications.
* Background in retail or service/support industries is a plus.
What's Next:
This is a pivotal role with the potential for career advancement, possibly evolving into a broader service delivery position. Be a part of our exciting growth journey and shape the future of our IT service desk