Senior Service Desk Manager

Senior Service Desk Manager

Polar Recruitment are currently recruiting on behalf of a prestigious IT Services client for a Senior Service Desk Manager to lead and develop the Service Desk function and service for a major customer account.

The Senior Service Desk Manager will manage a small team of direct reports and a wider distributed team via matrix management, leading and motivating team members whilst operating an effective governance model to ensure high quality of service provision, within SLA's and financial targets.

As a part of the internal and customer Delivery leadership team, the Senior Service Desk Manager will have the autonomy to lead relevant areas of the service, whilst also having the opportunity to contribute to wider Delivery initiatives, strategies, service improvements and change.

Flexible/remote working is available so candidate base location is flexible with WFH (Working from Home) opportunities when not attending the customer site in Chesterfield.


  • Service Desk Delivery Leadership/Management

  • Manage performance of internal and partner delivery teams.

  • Line Management of direct reports.

    Ensure that the team, direct and virtual, is motivated and performance is managed.

  • Support staff recruitment, development and retention activities

  • Continually improve the efficiency & effectiveness of delivery processes and services

  • Identify and mitigate risks in service delivery

  • Change Delivery Management

  • Work with the Senior Delivery Lead/Delivery Director and Group Services to support account strategy

  • Support the management of contract schedules that relate to your scope of service and support Group Services in the development, negotiation and agreement of contract changes

  • Manage finances of the account / assigned services

  • Act as the primary interface to senior stakeholders within the customer organisation.

Skills & Experience

  • Extensive experience in a similar role, leading and improving Service Desk Services, ideally for an IT Services organisation.

  • Experienced practitioner in IT Service Management.

  • ITIL trained/certified

  • Good understanding of how IT services fit in a customers' business and how a service provider can add value.

  • Proven line management and leadership skills, including managing other delivery leads/managers.

  • Very strong customer relationship management skills.

  • Excellent written and verbal communication skills, including ability to produce high quality documentation and present service performance and improvement to different audiences.

  • Commercial skills, experience managing budgets, contracts etc.

The Senior Service Desk Manager will be rewarded with a challenging and stimulating role offering opportunities to impact and improve service provision, allied to an attractive salary and benefits package and outstanding career development opportunities with a recognised market leader in the IT Services sector.

  • Start: Asap
  • Duration: Permanent
  • Rate: £60000 - £65000 per annum + + Car (c. £5k) + Bonus + Benefits
  • Location: Leeds, England
  • Type: Permanent
  • Industry: IT
  • Recruiter: Polar Recruitment Services Ltd
  • Contact: Gary Crockford
  • Tel: 02380 001179
  • Fax: +44(0)23 8000 1193
  • Email: to view click here
  • Posted: 2022-04-06 08:59:25 -

  • View all Jobs from Polar Recruitment Services Ltd

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