Service Desk Manager

📋 Description

• Develop and own end-to-end Service Desk and Incident Management processes.
• Lead a global team across Hartlepool, Chippenham, and India.
• Collaborate with stakeholders to meet business needs.
• Monitor KPIs/CSFs and align services with IT strategy.
• Ensure ISO 20000 compliance and support audits.
• Onboard new services and ensure successful take-on.

🎯 Requirements

• Extensive service desk management experience in a complex organisation.
• Strong Stakeholder Management.
• Resource Management.
• Excellent communication and business writing.
• Working knowledge of ISO 20000 Service Management Standard.
• Ability to lead and mentor the team.

🎁 Benefits

• Private Medical Cover for employees.
• 25 days holiday per year with buy/sell option.
• Life assurance of 4x salary.
• Group Pension Plan with employer contributions up to 8.5%.
• Flexible benefits to suit individual needs.
• LinkedIn Learning access for all colleagues.