Service Desk Manager, Jobs, 7131

Service Desk Manager - Livingston/ West Lothian

Technology - IT- Management
Ref: 7131 Date Posted: Friday 11 Sep 2020
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Service Desk Manager

My client is a well-established Scottish-based company providing IT services to end-user customers and leading technology partners throughout the UK. The Company’s core ‘lines of business’ are: End-User Computing and Cloud Services. This includes UK wide end-user device deployment for many major government and corporate organisations. With their head office in Livingston, West Lothian, they also have offices in Aberdeen and a Southern office in Woodley, near Reading, to support their growing UK wide business.

In addition to providing services directly to end-user organisations, they have also successfully partnered major technology vendors and system integrators, in delivering large scale deployment and support services throughout the UK.

Duties include:

  • Oversee day to day fulfilment of Service Requests, Incidents, Monitoring, and completion of daily tasks within SLA
  • Effectively manages team members to ensure team objectives and sales goals are being carried out
  • Monitoring, evaluating and motivating performance of Service Desk team
  • Mentoring trainee Service Desk team members
  • Creating and maintaining Service Desk procedures documentation.
  • Identifying and implementing improvements to Service Desk systems and procedures.
  • Onboarding of new customers onto the Service Desk platform
  • Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally
  • Delivery of customer reports ensuring SLA’s are adhered to
  • Ensuring customer feedback on Service Desk tickets are recorded and appropriate actions taken
  • Performance Management reviews


The ideal candidate skills and qualifications are:

  • ITIL Practitioner Qualified or Advanced ITIL knowledge
  • ITSM experience– Service Desk Ticketing Systems and 1st and 2ndline problem resolution for multiple clients
  • Knowledge of IT Service Desk/Service Management tools preferably Service Now or Solarwinds
  • Display extensive working knowledge of industry standards and practices, including product details and company services offered (Microsoft Office 365 / Cloud services / Azure experience, Windows Server technologies Exchange and Active Directory, Windows Security and Firewall technologies, Backup solutions)
  • SharePoint management and administration (Architecture, configuration, development, and testing) beneficial
  • Experience of building and developing teams and effective processes
  • Experience of managing remote Service Desk staff would be advantageous


Your Skills and Interests:

  • Background in Customer Services/Customer focus
  • Proven decision-making skills
  • Experience of having led an IT Service Team
  • Excellent Problem-Solving skill and Change Management ability
  • Ability to multitask and prioritise
  • Ability to quickly learn new applications and technologies.
  • Strong Team player
  • A genuine interest in emerging/Cloud technologies
  • Full UK driving license

Working pattern

  • Location – Livingston
  • Full-time (37.5hr) Permanent role
  • 9-5.30pm Monday to Friday (Some flexibility is required as Support start from 08:00)

Package & Benefits

  • Competitive Salary Package
  • Car Allowance
  • Company Contribution Pension
  • health care and life insurance