IT Service Desk Manager

IT Service Desk ManagerLondon | £70,000 - £85,000k | Permanent | 4 days per week in the officeYou're you an experienced IT Service Desk professional who has spent the last few years leading a team and is now looking for the opportunity to take full ownership of a service desk?We’re working with a growing business that's looking for an IT Service Desk Manager to take ownership of its internal service desk, develop the team and help shape the next stage of its development. The RoleThe business already has a strong technical team in place, but the service desk is at a point where it now needs a more structured, proactive, and high-performing function.You’ll take overall responsibility for the internal IT service desk, leading a core team of around four permanent employees.A key part of the role will be developing the team, improving processes and introducing a more proactive, data-driven approach to service delivery. You’ll have the opportunity to shape how the service desk operates and ensure the business continues to receive a consistently high standard 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. Identify skills gaps and implement effective training and development plans. People development will be a key focus of the role.Review and improve service desk processes, documentation and ways of working.Take ownership of the service desk platform, Freshservice, ensuring it is used effectively. Improve ticket categorisation, reporting and management information.Analyse service desk data and metrics to identify trends, recurring issues and resource requirements.Drive a more proactive approach to service delivery, rather than simply reacting to incoming tickets.Monitor team capacity and identify where additional resource or skills may be required as the business continues to grow.What You’ll NeedProven experience leading an IT Service Desk or IT Support function.A strong understanding of IT Service Management principles and best practices.Experience managing incidents, escalations and operational service delivery.Excellent stakeholder management and communication skills, with a genuine focus on supporting the wider business.Strong analytical and problem-solving skills, with the ability to use data to identify trends and determine where action is needed.Experience working within a Microsoft technology environment.If you’re looking for an opportunity to take ownership of a service desk, develop a team and make a tangible difference to the way IT support is delivered, we’d love to hear from you. This will not be BAU!!Apply now, or contact r.kelly@ltharper.com for more information.