Service Desk Manager
Role details
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Job description
About the job We currently have an exciting opportunity for a Service Desk Manager to join our existing experienced team.The Service Desk Manager leads the IT service desk, acting as the bridge between users and technology by overseeing incident & service request resolution, ensuring service levels are met, managing staff, implementing service improvement initiatives, and focusing on user satisfaction. They manage daily operations, lead the investigation of complex issues, and use metrics to report on service performance.What do we look for in a Service Desk Manager? ResponsibilitiesTeam Leadership: Hiring, training, coaching, and performance evaluation of service desk engineers.Service Level Management: Ensuring timely resolution of user issues (incidents & service requests) via ticketing systems.Service Improvement: Implementing ITIL best practices, streamlining processes, identifying automation opportunities, and acting on user feedback.Collaboration: Work closely with resolver groups to ensure SLAs are met and service availability remains paramount.Resource Management: Work closely with Project Managers and Operations to ensure projects are adequately staffed in line with project budgets.Stakeholder Communication: Sharing timely updates on the state of services to users, internal stakeholders and customers.Technical Oversight: Providing expert guidance, running diagnostics, ensuring system efficiency, and recommending technical updates, supported by senior engineers and project technical leads.RequirementsAble to work in fast-paced secure environment with changing customer needs.Strong communication and interpersonal skills.Experience managing a complex and diverse IT Service Desk.Analysis of data to identify trends and report on a monthly basis.Knowledge of ITIL, Agile, and DevOps.Experience with ITSM tools (e.g., Jira Service Management).Expertise with Incident, Service Request and Problem Management.User and service-focused mindset.Able to resolve conflicts within a diverse team.Able to motivate team members and share the bigger picture of company & project goals.About SiXworks SiXworks is a leading provider of secure digital solutions, specialising in digital experimentation and focused on fail-safe-fast cutting-edge technology solutions deployed in highly secure environments. We are unified in our mission to accelerate innovation and adoption of secure, digital technology to improve the operational agility of Defence and National Security. This is an exciting time for us, we have ambitious plans for continued growth and development, and we are seeking to add brilliant, experienced, motivated, and passionate people to our team to work with us on this journey.Why join SiXworks? Our team is a fusion of brilliance, featuring senior operational, technical, and business leaders from various industries and the armed forces. We're also powered by a league of extraordinary IT engineers, architects, developers, and project, A leading telecommunications company in Farnborough is seeking a skilled Service Desk Advisor to enhance customer incident management and provide world-class service. You will support a range of technologies and ensure satisfaction through effective communication and..., A leading provider of secure digital solutions in England is seeking a Service Desk Manager to lead their IT service desk team. The role involves overseeing daily operations, ensuring service levels are met, and improving service quality through ITIL and agile practices...., Job Title: IT Service Design & Transition Specialist (Edgewing) Location: Reading area. The role could be contracted to any BAE Systems Air site (preferably Frimley) but on commencement will immediately be assigned to our Edgewing JV in the Reading area. A financial..., About the Role: We're seeking an experienced Business Development Executive to promote leading-edge printing and document management systems. You'll help businesses transform how they print while building a rewarding revenue stream for yourself. Perks & Benefits: - Earn..., We are seeking a highly skilled and experienced IT Service Delivery Manager to join our team in the Defence sector. The successful candidate will play a pivotal role in ensuring the delivery of high-quality IT services to support critical defence operations. This role..., A technology services provider is seeking a Contracts Services Manager to oversee IT-related contracts, ensuring delivery within budget and on schedule. This role offers a flexible work location with home working and some travel to offices. Key responsibilities include..., A leading defence technology firm in Farnborough is seeking a Service Transition Manager on a fixed-term contract. In this role, you will oversee the seamless delivery of new IT services into live operations. Key responsibilities include managing service transition..., A leading technology company in Farnborough is seeking an IT Helpdesk Lead to manage customer service incidents and support a team. You will act as the primary contact for issues, ensuring swift resolution and maintaining communication with stakeholders. Candidates should...
Requirements
Are you an experienced Customer Service Manager with experience in manufacturing / production? Would you like to join a growing organisation with a fantastic company culture? If so, this position could be perfect for you. Customer Service Manager Permanent Monday to..., Do you enjoy helping customers resolve issues and keeping services running smoothly? Are you looking for a role where you can take the lead, support others and make a real impact every day? We can offer great career progression opportunities, the chance to work with a..., Are you an experienced, people focused Service Delivery Manager looking for a role where you can lead from the front in a structured, customer-centric environment? Our client is an established and growing managed IT services provider with a strong reputation for quality...
Benefits & conditions
managers. Together, we're an unstoppable force of digital innovation!What can we offer in return? SiXworks offers a unique work culture around our core principles Agility, Security, Innovation, Quality, Collaboration and Inclusivity.Together, these six principles form SiXworks'NORTH STAR, guiding the organisation towards success. This is reflected in the raft of benefits available to all our employees.In addition to a competitive salary below are some of our benefits:25 days annual leave + bank holidays.Private Medical Insurance.Life Assurance SchemePension schemeProfessional Development opportunities.Cycle to Work schemePerks at Work schemeDiscretionary Bonus schemeA word on UK Security Clearance Due to the secure nature of the position and working environment, you must have, or be eligible to obtain Security Clearance.More details relating to UK Security Clearance can be found here: United Kingdom Security Vetting: clearance levels - GOV.UK (www.gov.uk)Information about our relationship with IBM SiXworks is an IBM subsidiary which has been acquired by IBM and will be integrated into the IBM organisation. SiXworks will be the hiring entity. By proceeding with this application, you understand that SiXworks will share your personal information with other IBM subsidiaries involved in your recruitment process, wherever these are located. More Information on how IBM protects your personal information, including the safeguards in case of cross-border data transfer, are available here: https://www.ibm.com/privacy#J-18808-Ljbffr Similar jobs
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