Service Desk Manager

We’re looking for a skilled Service Desk Manager to join a leading marketing services company who are helping a wide range of international brands to communicate effectively with consumers through a wide range of eyecatching and engaging digital innovations.

Based at a state-of-the art high-tech hub in Mansfield, you’ll join a hardworking and knowledgeable digital signage service desk team. The successful applicant will will be responsible for all aspects of people management, as well as supporting the Customer Service and Support Manager with the service desk strategy, staying up to date with new technology trends, providing insight to drive planning, and contributing to implementation.

Salary and benefits:

• £Negotiable
• 25 days annual leave (+ bank holiday)
• Free parking
• Employee wellbeing initiatives

Hours of work:

• Monday to Friday, 9.00am – 5.30pm
• This role is available with a hybrid working pattern, based on 4 days in the office and 1 day working from home

As Service Desk Manager, your duties and responsibilities will include:

• Recruitment, onboarding, and training
• Rota planning, resource scheduling, absence and holiday management
• Appraisals, objective setting and supporting the team with personal development and continued learning
• Providing guidance and support for team members on workload and time management
• Facilitating regular team meetings and individual check-ins
• Carrying out call coaching, ticket quality checks and feedback to colleagues
• Creating and maintaining a motivated team environment with a strong customer-centric and collaborative culture
• Managing relationships with internal and external stakeholders
• supporting with queries, escalations and high-priority issues
• Ensuring SLAs and KPIs are met and reported on

We’re looking for a Service Desk Manager with the following skills and experience:

• Experience of leading a technical service desk
• Strong people management and leadership skills, with the ability to motivate a team and foster a positive, collaborative working environment
• Sound understanding of ITSM and ITIL principles
• Comprehensive knowledge of industry best practice
• Good organisation and time management, with the ability ot prioritise effectively
• Outstanding communication skills, both verbally and when putting together written correspondence, reports and presentations