Contract to start ASAP until 31-03-27 with a possible extension.

Job Purpose

The Service Desk Manager is responsible for leading the Council's IT Service Desk function, ensuring the delivery of high-quality, customer-focused technical support services to staff and stakeholders.

The role oversees service desk operations, incident and request management, team performance, service improvement initiatives, and compliance with IT service management (ITSM) best practices.

The Service Desk Manager works closely with technical teams, suppliers, and business stakeholders to maintain service excellence and achieve agreed service levels.

Responsibilities

Lead, manage, and develop the IT Service Desk team, providing coaching, mentoring, and performance management.

Ensure the efficient handling of incidents, service requests, and user enquiries in line with agreed Service Level Agreements (SLAs).

Monitor service desk performance using key performance indicators (KPIs) and produce regular management reports.

Manage incident, request, problem, and escalation processes to minimise service disruption.

Drive continuous improvement of service desk processes, knowledge management, and customer experience.

Ensure effective resource planning, workload allocation, and staff scheduling.

Collaborate with infrastructure, applications, cybersecurity, and project teams to resolve complex technical issues.

Manage major incident communications and coordinate service restoration activities where required.

Maintain and improve the IT knowledge base and self-service resources.

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify iWork Recruitment Limited of any hirer who I do not want my details to be passed onto.

5302518-08-26