Overview
The Service Desk Manager will lead the IT support function across a multi-site operational environment for a dynamic organization in the engineering sector. This role involves overseeing service desk performance and ensuring high-quality support service delivery, while also managing a team and driving continuous improvement initiatives. The successful candidate will collaborate with various stakeholders and act as a key point of escalation for service-related issues.
Responsibilities
- Lead and develop the Service Desk team, fostering a customer-focused culture.
- Manage service desk performance, including workloads, KPIs, and service levels.
- Act as the escalation point for major incidents and service issues.
- Drive improvements in incident, request, and problem management processes.
- Produce regular service reporting and performance metrics for stakeholders.
- Coordinate support activities across operational sites and corporate functions.
- Manage relationships with third-party suppliers and support partners.
- Ensure service documentation, knowledge articles, and operational procedures are current.
Requirements
- Proven experience managing an IT Service Desk in a complex, multi-site environment.
- Strong leadership and people management skills.
- Experience managing service performance, SLAs, and operational reporting.
- Excellent stakeholder engagement and communication skills.
- In-depth understanding of IT service management best practices.
- Experience with service management tools and supplier-led environments.
- Ideally, background in rail, transport, infrastructure, or other operationally critical industries.
- Exposure to service transition, operational change, or technology improvement initiatives.