Service Desk Manager

Job description

Overview Responsible for: Delivery of the Shared Service Desk operation, team management, Service transition and transformation. Ensuring users and business teams receive the support needed. Based at: Bay House, Portsmouth with Hybrid arrangement (3days a week) Scope: Accountability of the Shared Service Desk environment, accountability of the service, team leads and analysts. Strong focus on transformation with the ability to lead and delivery strategic change across teams, processes and systems. As a Service Desk Manager, you will lead and develop the service desk function, customer relationship management, team performance and reporting within the Service Desk. You will be responsible for ensuring exceptional customer service delivery, efficient team operations and accurate reporting to support compliance and adherence to Service Level Agreements (SLAs) – Providing flexible support to a 24x7x365 service. Responsibilities: - Team Management and Development - Understand the strategic vision for the Service Desk and plan the long-term direction of the team alongside the Senior Service Desk Manager. - Provide team leadership, staffing mentorship and governance; produce and manage in...