Service Desk Manager

Job Description

Job Title: Service Desk Manager

Location: Gateshead

Working Pattern: Monday to Friday (37.5 hours per week) – 4 days in Office

Contract Type: Permanent

Job Summary:

We are looking for a Service Desk Manager to lead our clients' support team, ensuring efficient resolution of user issues and continuous improvement of service desk processes.

Key Responsibilities:

• Lead and mentor a team of service desk technicians.
• Oversee daily operations and ensure prompt issue resolution.
• Monitor service desk metrics and maintain high service quality.
• Ensure customer satisfaction and manage escalated issues.
• Identify and implement process improvements.
• Manage incident and problem lifecycles.
• Prepare and present performance reports.

Requirements:

• Bachelor’s degree in IT or related field, or equivalent experience.
• 5+ years in IT support, with 2+ years in a supervisory role.
• Strong understanding of ITIL principles and service management software.
• Excellent leadership, communication, and problem-solving skills.
• Flexibility to work overtime and travel as needed.

Preferred Qualifications:

• ITIL certification.
• Experience with service desk automation.
• Knowledge of cybersecurity best practices.

What We Offer:

• Basic: £27,000 – £30,000
• Career growth opportunities.
• 23 days holiday plus bank holidays, rising to 28 days after 5 years.
• Stakeholder pension scheme & death in service benefit.
• Discounts and deals through our reward platform.
• Healthcare cash plan.
• Cycle to work scheme.
• Volunteer Days.
• Referral bonuses.
• Employee Assistance Programme.
• Enhanced Maternity and Paternity scheme.

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