IT Service Desk Manager – Stockport

Rapidly expanding Stockport based client is presently seeking to recruit a talented IT Service Desk Manager to be responsible for the day to day running of the busy Service Desk. You will actively mentor all members of the IT Service Desk, and be proactive in developing Service Improvement initiatives, whilst also being responsible for overseeing the Major Incident Process..

You will support the IT Director in all aspects of their role, and provide monthly reports that contribute to Monthly Service Delivery Reports and ensure that all 1-2-1’s are conducted with staff, and all objectives are continuously monitored throughout the yearly cycle. They will be actively involved in providing information to Service Review meetings.

– To effectively support and advise members of team both in day to day work and in their on-going development.
– To assist the Service Delivery Manager in implementing ITIL processes and procedures into the IT Service Desk.
– To escalate as appropriate to the Service Delivery Manager
– To provide a focal point of communication and escalation for the IT Service Desk.
– Representing the Service Desk at meetings.
– Performing briefings to service Desk staff on changes for deployments that may affect volumes at the service desk.
– Assisting analysts in providing first-line support when workloads are high or where additional experience is required.
– To effectively support and advise members of the team both in day to day work and in their on-going development.
– To assist in defining and measuring effective SLAs for the performance of the IT Service Desk.
– To assist in defining and measuring effective KPIs for the performance of the IT Service Desk Team.
– Supervision and Development of Staff
– Sets own objectives for growth and work towards continual self- development in line with emerging technologies
– Participates in group activities and ensures knowledge transfer takes place in guiding others and expanding their knowledge base
– Develops professional relationships with business customers through building good rapport over the phone and engaging in face-to-face communication as appropriate.
– Demonstrates a proactive approach to resolving issues and updates customers on progress.
– Sets own deadlines for delivery and keep business updated of the progress.
– Self-motivated and committed individual.
– Ability to establish effective working relations with immediate staff and other staff in the business.
– Well organised with the ability to work to deadlines.
– Good communication skills at all levels.
– Ability to work to own initiative.
– Ability to write and maintain clear and concise documentation.
– Has implemented a Service Catalogue

Good understanding of PC hardware and software set-up and configuration and TCP/IP networking skills Awareness of Desktops & Servers
Appreciation of image builds technologies
MCP certification would be desirable. Appreciation of ITIL standards
Probably educated to bachelor degree level or holds a relevant professional qualification.

Please email your CV to and call 01625 874399 for full details

IT Service Desk Manager – Stockport

Job Reference: 2333_1570548641

Salary: £35000 - £45000 per annum

Salary per: Annum

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Job Start Date: ASAP

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