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IT Service Desk Manager - SC Cleared

Amtis Professional Ltd • TRAFFIC • Gloucestershire, Not Specified, United Kingdom • £290 - £310 / * • 2w ago

Service Helpdesk Manager (Contract)

SC Security Clearance

Inside IR35

£290-£310/Day Umbrella rate

Gloucestershire Based

An exciting opportunity has arisen for an experienced Service Helpdesk Manager to lead a dynamic ICT Service Desk team. This role is ideal for someone passionate about delivering high-quality technical support and driving continuous improvement in service delivery. The successful candidate will be responsible for managing day-to-day operations, ensuring service excellence, and fostering a high-performing team culture.

Key Responsibilities

Lead and manage the ICT Service Desk team, providing guidance, coaching, and performance management.
Oversee the handling of incidents and service requests, ensuring timely resolution and customer satisfaction.
Monitor and report on service desk performance metrics, including SLAs and KPIs.
Develop and maintain service desk processes and documentation to ensure consistency and compliance.
Drive service improvement initiatives based on performance data and user feedback.
Collaborate with technical teams and stakeholders to resolve complex issues and support service transitions.
Manage the out-of-hours support rota and ensure appropriate coverage for critical incidents.

Essential Skills & Experience

Demonstrable experience managing an ICT Service Desk or Helpdesk function.
Strong leadership and team management capabilities.
Excellent communication and stakeholder engagement skills.
Proficiency in monitoring and reporting on service performance.
Familiarity with ITIL principles and service management processes.

Desirable Qualifications

ITIL Foundation or higher certification.

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