Service Desk Manager

Role: Service Desk Manager
Location: Southampton
Salary: Up to 40k DOE

Digital Waffle is looking for a Service Desk Manager to join a fantastic client based in the heart of Southampton. This role is perfect for someone with a few years of management experience on a Service Desk, or who has been working on the third line with a solid understanding of processes that are looking to take the step into a management position. 

Key Skills:

• Microsoft stack (Azure, AD, Exchange etc)
• Networking (TCP/IP, DNS, DHCP, etc.)
• Firewall, Router and Switch Management
• Remote Access and VPN

Key Responsibilities:

• Foster a collaborative environment that leverages knowledge sharing and promotes individual skill development in areas like incident management, problem management, and service request fulfillment.
• Utilize KPIs (e.g., First Call Resolution Rate, Mean Resolution Time) to set achievable goals, monitor team performance, and identify areas for improvement.
• Oversee ticket assignment using tools like round-robin or skill-based routing, manage technician queues, and ensure adherence to service level agreements (SLAs).
• Develop and implement efficient workflows that align with ITIL best practices, including incident escalation procedures, change management processes, and knowledge base maintenance.
• Assist technicians in tackling complex customer issues by leveraging your own technical expertise and guiding them towards efficient troubleshooting and resolution.
• Identify situations requiring escalation to the infrastructure team, ensuring clear communication and seamless handover through detailed ticket notes and knowledge transfer.
• Manage the recruitment process for new Service Desk team members, ensuring a smooth onboarding experience with comprehensive training on ticketing systems (e.g., ServiceNow, Zendesk) and relevant IT support methodologies.
• Optimise team resources through effective scheduling and workload management, ensuring smooth operations during periods of staff leave or unexpected incidents.
• Drive continuous service improvement by analysing trends in ticket volume, resolution times, and customer satisfaction metrics, and implementing process changes accordingly.

To lead our IT support charge, you'll possess:

• Minimum 5 years of experience in a Service Desk or related IT support role.
• Proven leadership and team management skills with a focus on IT service delivery.
• Strong understanding of IT service desk best practices, ITSM methodologies (e.g., ITIL v4), and incident management frameworks.
• In-depth knowledge of ticketing systems and performance management tools.
• Experience working in a fast-paced, customer-centric environment.
• Excellent communication, interpersonal, and problem-solving abilities.

This role offers a competitive salary and benefits package, with the opportunity to work in a dynamic and supportive environment! If it sounds like it could be the one for you then please apply now!

Please note this role is not accepting applicants from outside of the UK and does not offer sponsorship.