JNC Recruitment Limited
Service Desk Manager
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Service Desk Manager – London - £53,000
We are currently working with a well-known organisation in central London that is actively recruiting for a Service Desk Manager to join them on a permanent basis.
This is a vital role that will drive maturity and a cultural shift, working closely with key stakeholders across the organisation. The role will be responsible for ensuring the Service Desk function provides excellent customer service across the userbase in a mixed Windows and Mac OS environment.
This is a hybrid role with four days per week on-site.
Responsibilities:
- Providing strong leadership to the Service Desk function, ensuring high standards and best practices are followed
- Ownership of Incidents, Problems, and Service Requests
- Ensure problem management and preventative actions activities take place in order to reduce recurring tickets
- Carrying out regular reports detailing Service Desk performance
- Owning all service desk tooling and asset management
- Acting as the face of the Service Desk to the wider organisation during major incidents
- Driving a culture of continuous improvement
- Managing resource allocation across the Service Desk
- Ensuring the team has the skills and capacity to deliver excellent service across the organisation
- Building and managing stakeholder relationships, both internal and external
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Key skills required:
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- Experience managing a Service Desk or IT support function
- IT support background with experience supporting users in Windows OS, Active Directory, hardware, security, and networking
- Excellent communication skills, with the ability to effectively influence team members and senior stakeholders
- The ability to explain complex IT problems to non-technical users
- Strong prioritisation, resource allocation, and organisational skills
In line with the Conduct Regulations 2003, when advertising permanent vacancies JNC Recruitment are acting as an Employment Agency, and when advertising temporary/contract vacancies JNC Recruitment are acting as an Employment Business
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