IT Service Desk Manager - Cardiff

IT Service Desk Team Manager
Service Desk, ITIL, Strategic, Management
Cardiff / Remote Based


I am working in partnership with a global company in Cardiff who are expanding their IT teams and have an urgent requirement for an IT Service Desk Manager position. This company have continued to grow during Covid and supported their local community with lots of support and initiatives.

This is a crucial role in which you will be managing and overseeing 7 Service Desk Analysts who will be dealing with daily incidents and escalations. The focus of this role will be around workforce management of the team, including work allocation, training, regular 1-2-1 reviews, and appraisals. You will also be responsible for driving and evaluating the processes around resolving the incidents quickly and efficiently. You will also be involved in meetings with other Service Desk Managers and Senior Managers to review the workload and issues.

The successful candidate must have an IT background with experience of managing service desk / incident analysts analysts and driving performance. It is essential you have prior team management experience. An ITIL qualification is desirable but not essential.

In return, the client is offering an exceptional salary and benefits package, combined with unlimited career development and training opportunities. They are currently all working remotely until early / mid next week and thereafter, you will be required to be in the office 1-2 days a week.

All interviewing and on-boarding will be done remotely.

If you are seeking a new challenge, please apply now.