IT Service Desk Team Manager Hybrid 5050

As an IT Service Desk Team Manager you will lead the delivery of exceptional technology support that keeps our pubs breweries and teams running smoothly while driving continuous improvement across our service operation. Youll work in a fast-paced people-first environment where you guide our 1st and 2nd line teams oversee incident management and partner closely with technology colleagues across the business.

Qualifications :

As Service Desk Manager you will

• Lead and develop a team of 1st and 2nd line analysts ensuring service excellence and a customer-first approach.
• Drive the performance of the service desk using KPIs SLAs and trend analysis to identify improvements.
• Act as the escalation point for complex issues and major incidents ensuring clear and timely communication.
• Champion continuous improvement by refining processes enhancing knowledge content and promoting selfservice.
• Build strong relationships with internal technology teams and external partners to deliver seamless support.

What youll bring

• Strong previous leadership experience managing IT service desk or technical support teams.
• Excellent communication relationship-building and customer service skills.
• A solid understanding of ITIL practices and incident management.
• Ability to analyse performance trends and drive operational improvements.
• Experience working with service desk as a Team Manager tools and managing escalations in a busy environment.
• Must be a valid driving licence holder

Additional Information :

Were all about rewarding our teams hard work thats why

Youll receive a competitive salary pension contribution as well as:

• The chance to further your career across our well-known brands  as one of the industrys top apprenticeship providers we can provide training and development at each level of your career. 
• Discount of 33% for you and 15% for your loved ones on all of our brands so you enjoy your favourite food and drink at a discount.
• Free employee assistance program mental health well-being financial and legal support because you matter!
• Discount of 50% for you and 25% for your loved ones at our Greene King Inns and hotels. so you can enjoy a weekend away without breaking the bank.
• Refer a friend who do you know who could be interested in a new role When they are placed you could earn 1500 for referring them!
• Wagestream access your wage before payday for when life happens.
• Retail discounts Receive up to 30% off at Superdrug exclusive discounts with three mobile along with many more

Remote Work :

No

Employment Type :

Full-time