Service Desk Manager – Southampton

Posted Mar 05, 2024 by Invenitus

  • Negotiable
  • Direct Hire
  • United Kingdom


  • Oversee all Service Desk requests and incidents. Proactively manage the Service Desk call queue to ensure appropriate service levels are delivered
  • Manage service desk resource levels across the Group to meet 24/7 service requirements.
  • Assist in the process of managing major incidents
  • To act as a single point of contact for phone calls, emails, and service desk requests from staff regarding issues, queries and requests for assistance
  • Delegate support cases within the Service Desk team, managing staff expectations as well as escalations, to completion
  • Provide an excellent level of customer service to callers, by providing them with appropriate support responses and friendly communication
  • Ensure that all requests are logged and managed in the Service Desk system and ensure that the team are dealing with all requests on time, with frequent communication
  • Escalate unresolved calls to the escalation teams and suppliers as appropriate
  • Facilitate or coordinate a smooth flow of information between the service desk’s management
  • Provide data and reporting of KPIs and trends to the Operations Manager and the Technology Director to meet ad-hoc, monthly schedules as needed
  • Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress promptly
  • Always demonstrate an excellent standard of customer service, and act as an ambassador for the Technology department in all dealings with customers
  • Adhere to and manage the development of all processes such as incident management, change management etc
  • Provide some induction training on in-house applications to users in the remote offices
  • Train, coach and mentor Service Desk Analysts including their personal development
  • Assist and provide cover for communicating system downtime/emergency activities
  • Manage the user administration processes – starters/leavers/transfers/promotions
  • Develop an effective and workable framework for managing and improving customer support in the Service Desk function
  • Proactively manage the mobile device administration and support
  • To be the assigned point of contact on some third-party supplier relationships and liaise with third-party suppliers for additional technical support
  • Hold joint responsibility for the management and continual improvement of the 24/7 helpdesk service
  • Provide phone system support and administration


  • 2-3 years of previous management experience working within a customer-facing technology role is required. Supervisory, process and technical training will be provided as part of this role.
  • Being able to evidence a keen interest in technology is preferred, and higher education would be an advantage
  • Knowledge of the systems and principles listed below would be beneficial:
  • Microsoft Windows & Office
  • Active Directory
  • Microsoft M365
  • Technology Service Management tools
  • ITIL processes
  • Citrix

For an immediate response and a confidential conversation about this position, please contact:

Craig Drummond | |   +1 345 769 7000

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+1 345 769 7000

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