IT Service Desk Manager

IT Service Desk ManagerLondon | £85,000 - £100,000k | Permanent | Initially 4 days per week in the officeAre you an experienced IT Service Desk Manager who enjoys developing people, improving processes and turning a service desk into a high-performing function?We’re working with a growing business that is looking for an experienced IT leader to take ownership of its internal service desk and help shape the next stage of its development.This is a great opportunity for someone who has already led a service desk for several years and is ready to take on a role where they can make a visible impact across both the team and the wider business.The RoleThe business has a strong technical team in place, but the service desk now needs greater structure, leadership and direction.You’ll take responsibility for the internal IT service desk, leading a team of around 4 permanent employees, with the wider function flexing to approximately 6 people when required.You’ll be responsible for making the service desk more proactive, structured and data-driven, while developing the people within it and ensuring the business receives a consistently high level of IT support.What You'll Be DoingLead, manage and develop the internal IT service desk team.Coach, mentor and motivate team members, creating a positive and high-performing environment. This will be key.Improve service desk processes, documentation and ways of working.Identify skills gaps and put effective training and development plans in place.Take ownership of the service desk platform, Freshservice, and ensure it is being used effectively.Improve ticket categorisation, reporting and management information.Use service desk data and metrics to identify trends, recurring issues and resource requirements.Develop a more proactive approach to service delivery rather than simply reacting to tickets.Assess team capacity and identify where additional resource or skills may be required as the business grows.What you’ll need:Proven Experience leading an IT Service Desk, IT SupportStrong understanding of IT Service Management principles and best practices.Experience managing incidents, escalations, and operational service delivery.Excellent stakeholder management and comms – you’re here to help and support the business!Strong analytical and problem-solving skills – you can use the data to understand what actions need attention.Experience in a Microsoft-centric technology environmentApply now, or reach out to r.kelly@ltharper.com for more information.