Service Desk Manager

Concept; Gateshead; On-site; GBP 35,000 - 55,000

Job description

Concept Gateshead, England, United Kingdom

Service Desk Manager

Concept Gateshead, England, United Kingdom

2 days ago Be among the first 25 applicants

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:

• 23 days holiday plus bank holidays, rising to 28 days after 5 years.
• Discounts and deals through our reward platform.
• Cycle to work scheme.
• Employee Assistance Programme.
• Enhanced Maternity and Paternity scheme.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Customer Service, Consulting, and Engineering

Industries: IT Services and IT Consulting, IT System Operations and Maintenance, and Telecommunications