Job Title: Service Desk Manager

Location: Mitlon Keynes

Salary Range: up to £70k plus benefits (depending on experience)

Your Schedule:

This role is primarily on-site, requiring a presence 5 days a week. Flexibility in start and end times is available as needed, aligning closely with our operational hours from 8:00 am to 6:00 pm, Monday to Friday.

*NO SPONSORSHIP IS PROVIDED*

SOM3 are working exclusively with a fast-growing automotive industry company seeking to build out an IT hub in the Milton Keynes area. First point of call is to acquire a Service Desk Manager with a growth mindset, positive attitude and high energy who can lead a team.

As the IT Service Desk Manager, you will pioneer the creation and management of our new IT service desk. This is a rare greenfield opportunity where you'll select the best people and tools, and implement efficient processes to set the foundation for a high-performing IT service desk. You'll drive a culture of excellence, support, and innovation, ensuring our technology function aligns with and propels our business objectives.

What You'll Do:

• Build and lead a high-performing support team, ensuring KPIs, SLAs, and OKRs are met
• Oversee team performance and development.
• Recruit, train, and continuously improve team capabilities.
• Foster a positive, high-energy work environment.
• Align service expectations with stakeholders to meet business needs.
• Conduct performance reviews with IT providers.
• Manage service levels and create performance reports.
• Optimize third-party services.
• Oversee major incidents and problem resolution.
• Maintain clear communication during incidents and changes.
• Provide support for incident management and escalations.
• Manage IT onboarding and equipment setup for new starters.
• Oversee secure removal of access and retrieval of equipment for leavers.
• Streamline processes for rapid growth and efficient equipment management.
• Facilitate IT integration of acquired businesses.
• Deliver IT services aligned with ITIL principles.
• Ensure compliance with information security standards.
• Collaborate on software and infrastructure updates.
• Maintain end-user equipment security standards.
• Produce reports for executives and the board.
• Measure customer satisfaction and identify improvements.
• Build strong working relationships across the business.
• Review third-party supplier performance.

What We're Looking For:

• Extensive experience leading a service desk in a multi-site organization, catering to a large user base.
• Strong grasp of ITIL principles and project management.
• Proficiency in using and reporting from helpdesk ticketing systems.
• Effective in managing service levels and performance reporting.
• Positive, high-energy mindset with a focus on continuous improvement.
• Experience in a Microsoft 365 environment and familiarity with niche third-party applications.
• Background in retail or service/support industries is a plus.

What's Next:

This is a pivotal role with the potential for career advancement, possibly evolving into a broader service delivery position. Be a part of our exciting growth journey and shape the future of our IT service desk.