IT Service Desk Manager

Role: IT Service Desk Manager

Location: Liverpool, Merseyside, North West England - hybrid working - 3 days a week required on-site in Liverpool.

Job Type: Full-time, Permanent

About Us

Come and be a part of The Investigo Group (TIG), a dynamic coalition of cutting-edge tech firms specialising in Platform, Software, Data, AI and other bleeding-edge technology solutions. Our innovative prowess spans the globe while proudly hailing from the United Kingdom.

About You:

We are looking for a qualified and motivated individual to fill the role of IT Service Desk Manager. You will have a customer-focused mindset with a commitment to delivering exceptional service. The ideal candidate will possess strong leadership skills and a passion for developing high-performing teams.

About The Team:

The IT Service Desk team is dedicated to providing high-quality technical support and customer service to both internal and external customers. This includes hardware and desktop support, ensuring that all users receive responsive and reliable assistance.

About The Role:

As the IT Service Desk Manager, you will oversee the day-to-day operations of the IT Service Desk team. You will be accountable for ensuring high-quality technical support and customer service to our users. This role is essential for managing our ITIL ITSM Core management practices, including Incident Management, Problem Management, Change Enablement, Service Level Management, and Service Request Management.

Key Responsibilities:

• ITIL Leadership: Act as the Group Subject Matter Expert in ITIL core management practices.
• Team Leadership: Manage and lead the IT Service Desk team, fostering a motivated, trained, and high-performing environment.
• Change Enablement: Ensure controlled and effective implementation of changes.
• Service Delivery: Oversee the resolution of incidents and service requests within agreed SLAs, ensuring consistent, high-quality IT support.
• Escalation Management: Serve as an escalation point for complex technical issues, ensuring timely resolution and clear communication with stakeholders.
• Incident Management: Lead the team in managing incidents, performing root cause analysis, and facilitating lessons learned.
• Performance Monitoring: Track team performance against KPIs and SLAs, implementing improvements as needed.
• Continuous Process Improvement: Identify opportunities to enhance service desk processes, contributing to overall efficiency.
• Customer Satisfaction: Ensure responsive and reliable service delivery to end-users.
• Collaboration: Work closely with stakeholders for seamless service delivery.
• Reporting: Prepare and present regular performance reports on service desk metrics to the Platform Team Manager and Head of Platform.
• Staff Development: Support team members' professional growth through coaching and performance reviews.
• Resource Management: Manage staffing levels and ensure adequate coverage during service hours (8am-6pm).
• Compliance and Security: Ensure all service desk activities comply with company policies and IT security standards.

What We're Looking For:

The ideal candidate will have:

• Qualifications: Professional certifications in ITIL ITSM (e.g., ITILv4 Practice Manager) are essential. A technical certification in Information Technology (e.g., CompTIA, Microsoft) or equivalent experience is preferred.
• Experience: At least 3 years in a similar role, preferably in a high-pressure or secure environment.

Technical Skills:

• Strong knowledge of IT support, infrastructure, hardware, and networking.
• Understanding of IT Security and Compliance requirements/frameworks.
• Familiarity with ITIL best practices and IT service management tools.
• Excellent problem-solving skills and attention to detail.
• Experience in problem management, incident management, and root cause analysis.
• Experienced in reporting and data analytics of ITSM metrics to provide dashboard views for leadership audiences.
• Soft Skills: Proven leadership and team management abilities with a focus on developing a high-performing team. Ability to thrive in high-pressure situations and make quick decisions. Strong communication skills for effective liaison with stakeholders.
• Personal Qualities: A customer-focused mindset, with attention to detail and adaptability.

Flexible Working: We offer a hybrid working model.

Equal Opportunities: Here at TIG we are committed to equal opportunities and value diversity, equity and inclusion at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.