Service Desk Manager Full Time

Warrington, Cheshire
Michael Page

The Service Desk Manager at our client is responsible for overseeing daily operations near Warrington, ensuring exceptional technical support, and collaborating with the wide IT function to enhance service quality for clients and partners. The ideal candidate will have extensive experience in service desk management and strong proficiency in ITIL best practices.

Client Details

Our client isn’t just another technology company – they’re leaders in transformative innovation. With a culture that champions creativity and innovation, they’re paving the way in dynamic markets worldwide. Their success is built on the expertise and ingenuity of their team, driving towards greater achievements every day. Join them near Warrington, and be part of a global journey where your career can flourish, and your talents are valued.

Description

As a Service Desk Manager, you’ll play a crucial role in delivering top-tier technical support and ensuring seamless service delivery to our clients and partners. This hands-on role involves overseeing day-to-day service desk operations and collaborating with the wider IT function to elevate services to new heights.

Key Responsibilities:

• Serve as the primary point of contact for customers, managing expectations and ensuring service delivery aligns with contractual obligations.
• Provide technical support to both internal and external stakeholders.
• Log support cases and ensure timely resolution of issues and incidents.
• Conduct triage on cases, determining priority and categorisation.
• Assist in root cause diagnosis and resolution of technical issues.
• Build and maintain trusted relationships with clients and stakeholders.
• Ensure adherence to ITIL principles and best practices.
• Manage, support, and develop the service desk team to meet business objectives and SLAs.
• Deliver effective executive-level communication and maintain technical documentation.
• Assist with hardware builds and deployments as needed.

Profile

The successful Service Desk Manager will have skills in the following but will not be limited to

• Experience in service desk management.
• Strong problem-solving skills and technical troubleshooting abilities.
• Proficiency in ITIL V4 best practices.
• Understanding of Information Security standards (e.g., ISO27001, Cyber Essentials).
• Excellent prioritisation and time management skills.
• Broad knowledge of IT infrastructure and software delivery.
• Ability to thrive in a fast-paced environment and manage multiple priorities.
• Exceptional communication skills, both written and verbal.
• Proven track record of building strong client relationships.
• Self-motivated with adaptability to change.

This role is 100% working on-site in the office near Warrington, with no scope to working from home. Please bare this in mind before applying.

Job Offer

Joining our client’s team means being part of a supportive and inclusive workplace where diversity is celebrated. Enjoy working in their modern campus, complete with amenities like an on-site gym and recreational spaces. Plus, take advantage of competitive benefits, including:

• Generous annual leave and holiday-buy scheme.
• Private medical care with options for dependants.
• Access to a remote GP 24/7 through the Healthcare app.
• Employee Assistance Programme.
• Total-earnings Pension Scheme.
• Company perks and discounts.
• Free on-site parking and electric vehicle charging.
• Regular social events.

Don’t miss this opportunity to join our client and take your career to new heights. Apply now!