Role details

Service Desk Manager

Cardiff   •   £28,000 - £32,000   •  Permanent

Bullet points

  • Service Desk Manager - Experience of managing a support function
  • Service Desk Manager - Market leading organisation

About Our Client

A market leading professional service organisation based out of Cardiff.

Job Description

The successful Service Desk Manager will be responsible for the monitoring and management of the organisations IT support service desk team which has overall responsibility for providing 1st line/2nd line support to the organisations services, systems, applications and Infrastructure.

The successful candidate will be responsible for managing the processes that identify, track, escalate and resolve customer incidents successfully with a focus on service improvement.


    • Managing the delivery of high quality support through the service desk to the business
    • Set and adhere to SLA's around service and service delivery
    • Responsible for Implementing customer Incident Resolutions procedures
    • Manage the testing of Business Continuity Plans
    • Manage, mentor, coach & develop the staff of the Service Desk
    • Evaluate performance using observation, call statistics, KPIs and other performance metrics.
    • Manage major incident resolution
    • Act as a point of escalation for the service desk team

The Successful Applicant

The person:

  • Proven track record of working as a Service Desk Manager
  • Experience of managing & developing a team
  • Experience of Operations, Service Desk, Incident, Change and Problem Management
  • Excellent written and oral communication skills
  • Strong understanding of technology around infrastructure, desktop and application environments
  • Good knowledge of service management toolsets
  • Service Now, Remedy, Altiris etc... desirable

What's on Offer

£28,000 - £32,000 + benefits

Apply for this job

Click the Apply or LinkedIn button below or contact Amarinder Bajwa on +44 117 927 1611 quoting job reference 13746691
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