Service Desk Manager

General information

Job description

IT

Post description

Service Desk Manager

Division

Head Office - IT

Title

Service Desk Manager

Contract type

Permanent Full Time

Location

Location

United Kingdom Scotland Head Office

Vacancy contact last name

Easton

Vacancy contact first name

Lorraine

Vacancy contact email

Number of positions to be provided

1

Employment Details

Contract hours

40.00

About the role

The Role

GAP Group is one of the UKs leading equipment hire providers known for its stability strong reputation and investment in technology and people.

The organisation is modernising its technology services to support product-led initiatives operational efficiency and enhanced customer experience. The Service Desk is a critical first point of contact for IT services supporting employees and ensuring seamless operations across the business. This is a new created opportunity for a Service Desk Manager to join us during an exciting period of change.

As the Service Desk Manager you will lead coach and inspire the team monitoring and reporting ok key service metrics and driving continuous improvement initiatives to enhance service delivery user satisfaction and operational efficiency.

What Youll Be Doing

Managing and leading the Service Desk Team ensuring first-class IT support is delivered to internal stakeholders
Oversee incident request and problem management within agreed SLAs acting as the escalation point for complex and high-priority incidents
Track analyse and report on key service desk metric identifying trends risks and areas for improvement
Work closely with IT leadership business stakeholders and external vendors to ensure service desk alignment with business needs
Provide regular update to IT leadership on performance challenges and improvements plans

About You

What Were Looking for

Proven experience of managing a Service Desk or IT Support Team within a medium to large sized organisation
Strong understanding of ITIL processes alongside a relevant ITIL qualification (minimum Foundation level)
Demonstrable experience in driving process improvement and service excellence
Experienced in monitoring reporting and analysing It service metrics
A background in managing multi-site or hybrid support operations would b highly desirable as would familiarity with SaaS ERP and cloud environments
Strong stakeholder management skills

About Us

About GAP and What We Offer

As a Service Desk Manager youll be joining an industry leader thats growing and genuinely committed to your success. At GAP were proud to be the UKs leading equipment hire providersupporting projects big and small across construction infrastructure events and more. With nearly 200 locations nationwide and a wide range of specialist divisions we offer exciting opportunities in everything from Plant and Tools to Lifting Survey Environmental and Event Services.

As a family-run business with over 50 years of experience we believe in doing things the right way. That means:

More investment in our equipment than anyone else in the industry so you work with the best tools in the game
Remaining fully independent which lets us make agile long-term decisions that support your success
Offering real career growth training and development from day one
Support that values you from generous holidays to Life Assurance and Health & Wellness Support

Whether youre hands-on or customer-focused theres a place for you at GAP where your work makes a difference. If youre up for the challenge and want to feel valued at work then wed love to hear from you! Ready to get started Upload your CV and complete our short applicationwell take it from there.
Were proud to be an Equal Opportunities employer and embrace the unique contributions each individual brings.