IT Service Desk Manager - Remote

Overview

The IT Service Desk Manager will lead the IT support team, implementing processes and improving service quality in a busy retail environment.

In Short

• Lead and mentor the Service Desk team.
• Implement IT Service Desk processes aligned with ITIL best practices.
• Oversee incident and problem management for IT issues.
• Monitor service desk metrics and KPIs for continuous improvement.
• Foster a customer-focused culture within the team.
• Collaborate with IT teams to resolve technical issues.
• Manage relationships with vendors and service providers.
• Assist in budget management for the service desk.
• Ensure accurate documentation of processes and knowledge base.

Requirements

• Proven management experience with at least 5 years in IT.
• ITIL v3/v4 Foundation qualification preferred.
• Excellent organizational skills and ability to prioritize tasks.
• Experience in Power BI and Jira Service Management.
• Knowledge of AD, Azure, O365, and Exchange management.
• Strong communication skills, including customer relations experience.
• Excellent team management skills.
• Proficient in IT service management tools.
• Retail environment experience desirable but not essential.

Benefits

• Competitive salary and benefits package.
• Hybrid working model: 3 days in London office, 2 days remote.
• Holiday allowance.
• 50% staff discount & 25% for family and friends.
• Pension scheme.