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IT Service Desk Manager - SC Cleared
Job Posted: 36 minutes ago
Salary: £ 290 - 310 / Day
Job Type: Contract
Location: Quedgeley, Gloucestershire
Expire in: a month
Job Description
IT Service Desk Manager (Contract) Inside IR35 - 3-6 Months contract
SC Security Clearance required
£290-£310/Day
Gloucestershire Based
An exciting opportunity has arisen for an experienced Service Helpdesk Manager to lead a dynamic ICT Service Desk team. This role is ideal for someone passionate about delivering high-quality technical support and driving continuous improvement in service delivery. The successful candidate will be responsible for managing day-to-day operations, ensuring service excellence, and fostering a high-performing team culture.
Key Responsibilities
* Lead and manage the ICT Service Desk team, providing guidance, coaching, and performance management.
* Oversee the handling of incidents and service requests, ensuring timely resolution and customer satisfaction.
* Monitor and report on service desk performance metrics, including SLAs and KPIs.
* Develop and maintain service desk processes and documentation to ensure consistency and compliance.
* Drive service improvement initiatives based on performance data and user feedback.
* Collaborate with technical teams and stakeholders to resolve complex issues and support service transitions.
* Manage the out-of-hours support rota and ensure appropriate coverage for critical incidents.
Essential Skills & Experience
* Demonstrable experience managing an ICT Service Desk or Helpdesk function.
* Strong leadership and team management capabilities.
* Excellent communication and stakeholder engagement skills.
* Proficiency in monitoring and reporting on service performance.
* Familiarity with ITIL principles and service management processes.
Desirable Qualifications
* ITIL Foundation or higher certificationBefore You Apply
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