Job Description

  • Job Reference:P968692CC_1653408455

  • Job Type: Permanent

  • Job Industry: Business Services

  • Contact Name: Connor Casey

  • Job Location: Greater-manchester

  • Job Title: Service Desk Manager

  • Job Salary: £45000 - £50000 Per Annum

Posted On: 24th May 2022

Portfolio are proud to be exclusively representing our award-wining, multinational HR & Employment Law services client in their search for a Service Desk Manager to add to their team. The leading UK’s Employment Law and Health & Safety Specialists, who provide a service to 28,000 Client’s daily business operations are on the hunt!

The Service Desk Manager is responsible for working with all departments and businesses throughout the group. You will be working in a dynamic and fast-paced environment with new challenges every day. Due to the nature of this role, several years’ experience would be needed to help support the department.

A broad technical knowledge is required, alongside ITIL experience in Incident, Request, Change, Problem, Release, Event and Knowledge management. You will be forward-thinking, customer focussed and self-motivated with the drive to improve IT services and the user experience.

* Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything you do.
* Demonstrate strong organisational skills and be accountable for your daily workload.
* Demonstrate a systematic, disciplined and analytical approach.
* Be customer focussed and ardent in ensuring that colleagues receive a high quality of service.

The key objectives of your role are:

* To ensure that the Associate Director – IT Services UKI is kept informed on progress and is alerted about major problems and/or issues in a timely manner.
* Customer service.
* Supervise and mentor a team of 19, 1st and 2nd line engineers across multiple sites in the UK and Ireland.
* Day to day team management, performance management – including training and development.
* Staff recruitment and appraisals.
* Innovation and Continual Service Improvements.
* Problem management/analysis of repeat Incidents and Request to improve service.
* Provide regular reporting and analysis.
* To ensure that all IT-related services are documented and that the team are equipped to support them.
* To provide critical incident management response and ownership, controlling and coordinating necessary activities to restore service and deliver root cause fixes and preventative solutions.
* Asset management.
* Resolution of escalated incidents and problems.
* To work within SLA and KPI targets to agreed business priorities.

The Successful Service Desk Manager must have:

* Proven Service Desk software administration and management.
* Experienced in stakeholder management.
* Managing the E2E Incident Lifecycle, including successful delivery against core KPI’s.
* Excellent communication (written and verbal) and customer service skills, ability to communicate complex technical issues simply and to engage with stakeholders at all levels.
* Strong interpersonal skills in order to negotiate priorities and also to resolve conflicts or conflicting demands where necessary.
* Proven ability to plan and deliver projects to deadline.
* Provide management reports on performance and trends.
* Instil a culture of continuous service improvement and innovation.
* Experience in 1st/2nd line support.
* ITIL experience.


* Experience of migrating Service Desk management tools.
* InvGate / ServiceNow.

What you bring to the Team:

* Driven and results orientated.
* Positive outlook and a focus on high-quality delivery.
* Strong communicator.
* Must have the ability to communicate complex concepts and ideas easily to the team.
* Must be motivated to ensure work is complete and according to the requirements on schedule and of a high quality.
* Must be dependable.
* Is able to work under pressure in all situations.
* The ideal candidate will ensure that correct decisions are made, and issues acted on in a timely manner.
* A dedication to getting the task done within any deadlines.

What’s on offer?

* Generous basic salary up to £50k DOE.
* The role is a permanent position with a 6-month probationary period. The working week is based on 37.5 hours.
* 25 Days Holiday + Bank Holidays.
* Profit Share Scheme.
* Bupa private health care.
* Car allowance and car parking space.
* Breakfast provided each Monday morning.
* Contributory company pension scheme.
* Childcare voucher scheme.
* Access to the Employee Assistance Programme (EAP).

Utilizing cutting edge software along with the latest technologies backed by massive investment and infrastructure, where else would you want to develop your career as an IT professional?



Personal Details


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