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Service Desk Manager

  • Location:


  • Sector:


  • Job type:


  • Salary:

    £300 - £400 per day

  • Contact:

    Bhavini Dodia

  • Contact email:

  • Contact phone:

    +44 (0)20 7247 5747

  • Job ref:


  • Published:

    about 2 months ago

  • Expiry date:


  • Startdate:


Job Title: Service Desk Manager

Industry: Public Sector

Start Date: ASAP

Day Rate: £300 - £400

Length of Contract: 6 months

The Role:

  • Managing the Service Desk and staff
  • Providing 1st and 2nd line support in person and via telephone
  • Ensuring that the Service Desk has coverage during defined support hours on a rotating shift basis, as well as escalation of faults to 3rd line support where necessary
  • Incident management for support calls.
  • Ensuring calls reported to the Service Desk are responded to and resolved within their SLA, reporting on calls that are violated
  • Asset tracking all hardware and all software licenses for all sites
  • Supporting of video conferencing equipment and assist with the running of video conferences, providing staff familiarisation training as required
  • Producing documentation and procedures related to Service Desk 1st line and 2nd support in line with ITIL principles, and ensure that this is kept up to date
  • Updating of existing documents with process and procedure changes
  • Ensuring the Service Desk follow processes and procedures
  • Preparing operational reports on Service Desk performance
Key Skills:

  • Previous management experience in a helpdesk role managing a large team
  • Previous 1st Line IT support experience, supporting a high volume of end users
  • Excellent interpersonal and communication skills both verbal and written.
  • Strong organizational skills with the ability to prioritise/multi task
  • Ability to work proactively, under pressure and to tight deadlines
  • Resilience and flexible to changing priorities
  • Experience with ServiceNow
  • Friendly and approachable
  • Diligent and highly organised
  • Familiar with IT systems, tools and platforms and can learn the rest quickly
  • Strong problem-solving skills
  • Inspirational leader with relentless drive to do things better
If you feel like you are the perfect candidate for this job role, or feel this is the ideal role for you – then please send your updated CV over, along with two references.

Equally, if there is anyone you know who would be a suitable fit, we at Premier have a competitive referral scheme of up to £500 for all successful candidates placed.