Service Desk Manager

Concept Information Technology Limited
Leeds, UK
08 Oct 2019
25 Oct 2019
Contract Type
Full Time
Are you an experienced service desk manager? Are you able to communicate with all levels of an organisation efficiently and professionally? Do you have quality presentational skills?

Then this role may be perfect for you!

Concept are currently recruiting for an experienced service desk manager to manage and support the dedicated service desk based in Leeds. The successful candidate will ensure achievement of SLA's and KPI's, while ensuring cost control and effective use of company resource. You will be responsible for overseeing 12 staff, ranging from service desk analysts to team leaders.

Job Role:
  • Overall day to day responsibility of the service desk
  • Oversee and manage 12 staff
  • Manage escalations and relationships with customer stakeholders
  • Manage costs and efficiencies
  • Contributes to the achievement of the overall ITS revenue target
  • Temporary 3 month Contract to permanent finishing the contract
  • Salary C£38K

Job Responsibilities:
  • Manage departmental KPI's and take remedial action to ensure performance

expectations are met or exceeded, so that SLA's are met.
  • Lead, motivate and organise employees in the team to meet and exceed

departmental KPI's
  • Play an active part in the 'on-boarding' of new services
  • Promote, champion and drive the use of ITIL best practices
  • Manage contact centre Team Leader to ensure performance is maximised
  • To participate in service and company related projects and assist with the

implementation of new working practices and procedures.
  • Act as a further escalation point for Team Leaders and Service Delivery teams
  • Report to senior managers and appropriate stake holders
  • Performing briefings to Service Desk staff on changes or deployments that may

affect volumes at the Service Desk as well as communicating this to the OOH

Team based in Poland

  • ITIL v3 Foundation qualified
  • Proven track record of managing a Service Desk (
  • Excellent people management skills - ability to lead, develop, coach, motivate
  • Genuine flexibility (24/7 team)
  • Strong customer stakeholder management skills
  • Good time management, organisational & delegation skills
  • Ability to communicate with all levels in the organisation - both written and verbal

  • Good understanding of the internal and external customer principles
  • Good presentation skills
  • Service acceptance and transition experience preferred but not essential
  • Good analytical skills
  • Service Now knowledge and experience

Working Relationships:

  • All service departments up to director level
  • Internal communications (During Major Incidents)

  • key stakeholders to ensure satisfaction are obtained
  • Third Party, to ensure service levels are met and queries are resolved
  • External communications (During Major Incidents)

This job was originally posted as

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