IT Service Desk Leader - Drive Support & Satisfaction

FRP Advisory Group; Chelmsford; On-site; GBP 45,000 - GBP 65,000; Full time

Job summary

A leading national business advisory firm is seeking an IT Service Desk Manager to lead the IT support team in ensuring efficient service delivery. The role includes overseeing incident resolution, managing team performance, and promoting a customer-focused culture. Ideal candidates will have proven experience in managing service desks, strong ITIL knowledge, and excellent communication skills. This position offers an opportunity to lead a key function at a prominent advisory firm in the UK, emphasizing service excellence and continuous improvement.

Qualifications

• Proven experience managing an IT service desk or support team.
• Strong understanding of ITIL principles and service management frameworks.
• Excellent communication, leadership, and problem-solving skills.

Responsibilities

• Lead, mentor, and develop a team of service desk analysts and technicians.
• Ensure timely and effective resolution of IT incidents and service requests.
• Promote a customer-focused culture within the service desk team.

Skills

Leadership & team management

Incident & request management

SLA/KPI monitoring and reporting

Customer service excellence

Technical troubleshooting

Process improvement

Communication & stakeholder engagement

Education

IT-related certifications (e.g., ITIL Foundation, CompTIA, Microsoft)

Tools

ServiceNow

Jira

Freshservice

Job description

A leading national business advisory firm is seeking an IT Service Desk Manager to lead the IT support team in ensuring efficient service delivery. The role includes overseeing incident resolution, managing team performance, and promoting a customer-focused culture. Ideal candidates will have proven experience in managing service desks, strong ITIL knowledge, and excellent communication skills. This position offers an opportunity to lead a key function at a prominent advisory firm in the UK, emphasizing service excellence and continuous improvement.