Service Desk Manager

We are seeking a proactive and experienced Service Desk Manager to lead our 24x7x365 react and respond service desk team. You will be responsible for overseeing the day-to-day operations of the service desk team of 16 staff ensuring the delivery of exceptional support services to our clients in line with ITIL best practices and contractual SLAs.

The ideal candidate is a natural leader with a passion for customer satisfaction continuous improvement and developing high-performing teams.

Key Responsibilities

• Manage and develop a team of service desk operators fostering a collaborative and high-performance culture.
• Continuously review and improve service desk processes tools and knowledge bases to enhance efficiency and customer satisfaction.
• Manage team scheduling workload distribution and resource planning to ensure optimal coverage.
• Act as the primary point of contact for escalations and maintain strong relationships with internal technical teams.
• Implement and oversee quality control measures to ensure a consistent and high standard of service delivery.
• Monitor and report on service desk performance using key metrics.
   

Qualifications :

• Proven experience as a Service Desk Manager Operations Team Lead or in a similar lead role within an IT service environment.
• Must be UK National able to achieve SC Clearance.
• Must be available to work in the Leeds office on a consistent basis (minimum 60%).
• Excellent communication and documentation skills and a demonstrated ability to collaborate effectively with cross-functional technical and non-technical teams.
• Experience working in an IT consultancy or Managed Service Provider (MSP) environment supporting multiple service clients.
• Experience of leading performance reviews improvement plans setting tasks/goals and enforcing team standards to deliver exceptional service.
• Strong organizational planning and interpersonal skills are essential.

Desirable:

• Familiarity with ITSM tools such as ServiceNow.
• Experience supporting bespoke applications and complex IT infrastructure.
• Initiating and driving team and service improvement activities.
• Understanding of service commercial aspects status and delivery requirements.

Additional Information :

Netcompany Academy

Through our Netcompany Academy we offer a diverse range of courses seminars and certifications carefully curated to support your development. As you advance in your career the Academy tailors its offerings to enhance your managerial skills deepen your understanding of methodologies hone your leadership abilities and fine-tune your strategic acumen. 

As you progress through the content youll naturally take on more responsibility and network with your peers.

Essentials

• Must be willing to do UK based travel for projects.
• Must have the right to work in the UK
• Must be able to attain a UK Security Clearance

Benefits include

• 25 days holiday
• Private Medical Health care via Vitality
• Pension contribution Life Assurance
• Professional certifications supported as part of learning and development.
• A range of retail discounts to enhance your lifestyle encompassing restaurants supermarkets travel leisure activities and health and well-being services.
• Access to our Employee Resource Groups our groups represent diverse backgrounds and provide a platform for colleagues to connect learn and support one another.

Company information

Join Netcompany where we proudly hold the 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees Choice Awards for 2024.

At Netcompany we pride ourselves on our entrepreneurial spirit and our capacity for doing things differently. Our culture is built on fostering low bureaucracy emphasizing high agility and promoting flexibility enabling everyone to contribute their best.

Our journey began in the UK with the acquisition of Hunter Macdonald in 2017. As one of Northern Europes most accomplished IT companies we have expanded our headcount globally to 7400 employees and have offices in UK Denmark Norway Poland Holland and Vietnam.

Netcompany is committed to providing an inclusive and barrier-free recruitment process for anyone wishing to apply for a job with us.  We operate a Disability Confident Interview Scheme which means that we offer guaranteed interviews to all applicants with a disability who meet the minimum criteria for a role. Applicants are asked to opt in so please let us know if you wish your application to be considered under this scheme.

If you need any reasonable adjustments or extra support during the recruitment process please contact us at .

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Remote Work :

No

Employment Type :

Full-time