Hybrid Service Desk Manager

Our client, a national logistics company, is looking to recruit a passionate and experienced Service Desk Manager to lead a high-performing team and drive service excellence. As Service Desk Manager, you’ll be the heartbeat of IT support operations. Overseeing the day-to-day running of the Service Desk, ensuring timely resolution of incidents and requests, while maintaining a customer-first approach. You’ll also play a key role in shaping support strategy, implementing best practices, and mentoring a talented team of analysts.
Duties to include:
* Leading, supporting, and motivating the service desk team to deliver excellent client service.
* Being line manager to service desk analysts
* Providing guidance on escalated issues and managing client concerns effectively.
* Overseeing the allocation, monitoring and closure of support tickets.
* Ensuring SLAs and KPIs are met and reporting performance to senior leadership.
* Analysing service desk data to ide...

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