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Service Desk Manager

Job Title: Service Desk Manager
Contract Type: Permanent
Location: Unknown
Salary: 45000-50000
Start Date: ASAP
Reference: 25414
Contact Name: Joel Hughes
Contact Email:
Job Published: February 28, 2018 15:57

Job Description



Service Desk Manager – Edinburgh – Software Solutions
£45-50,000 + bonus + benefits

I’m looking for a Service Desk Manager for a leading technology business in Edinburgh. The role will be responsible for managing all activities in respect of the Help Centre operations. To ensure that the customers’ satisfaction and SLA are maintained to the highest level.

This will be overseeing a large service desk (50+) and working in a software environment – ideal candidate will have experience of a similar role.

Key Responsibilities

Managing the service desk
Budgetary cost control
Build and develop capabilities of the Help Centre Management team, both technical and non-technical
Mentor and develop skills within this group as necessary.
KPI’s productivity performance and targets effectively manage individual and team performance; build in regular reviews with team member taking necessary steps to improve overall team performance.
SLA Management
Personnel / Staff performance and headcount forecasting and recruitment
Shift working patterns and controls
Escalations and complaints

Technical Requirements                         

3+ years’ experience managing a service desk / helpdesk in a software/technology environment
Background of working within software solutions – testing / SDLC
Experience of running an application Helpdesk (currently or within past 12 months).
Experience of managing a team of at least 20 Helpdesk analysts.
Able to build key relationships internally and with external customers.

Salary on offer is £45-50k + bonus + benefits

Looking to move ASAP so please send me your latest CV and I will call you to discuss further.

Joel Hughes – IT Recruitment Consultant – 01384 246 254

Key Words:

Service Desk - Help Desk – Software Solutions – Testing – Service Operations Manager – Service Delivery