Service Desk Manager

Role Overview

• Lead the global Service Desk function, ensuring the delivery of high-quality IT support services to LRQA employees worldwide.
• Manage and develop a team of Service Desk Team Leads and Service Desk Analysts to achieve operational excellence.
• Act as a key escalation point for critical IT issues and incidents, ensuring prompt resolution and minimal business disruption.
• Continuously improve processes, tools, and service levels to align with industry best practices and organizational goals.
• Foster a culture of service excellence, collaboration, and continuous learning within the team.

• Oversee the daily operations of the global Service Desk, ensuring consistent delivery of support services across.
• Line manage 3 Service Desk Team Leads and 6 Service Desk Analysts supporting their development.
• Conduct regular performance reviews, set clear objectives, and provide mentoring and development opportunities for the team.

• Monitor and analyse key KPIs and SLAs to ensure targets are met or exceeded.
• Identify areas for improvement in processes and tools and lead initiatives to enhance efficiency and user satisfaction.
• Implement and maintain ITIL best practices for the delivery of Service Desk function.

• Act as an escalation point for major incidents, ensuring timely resolution and effective communication with stakeholders.
• Collaborate with the ITSM team to support business users with incident and service requests.
• Collaborate with other IT functions to identify root causes and prevent recurrence of critical issues.
• Providing OOH Major Incidnet Management on a rota basis to ensure Major Incidents are managed to resolution as quickly and safely as possible.

• Build strong relationships with key stakeholders across LRQA to ensure the Service Desk aligns with business needs.
• Partner with other IT teams (e.g., ITSM, Cyber Security, Infrastructure) to provide seamless support and drive alignment on cross-functional initiatives.

• Provide regular reporting on service desk performance, highlighting trends and recommending actionable improvements.
• Contribute to monthly service reports and present updates in monthly service review meetings.
• Communicate effectively with both technical and non-technical audiences, ensuring clear updates on issues and resolutions.

• Manage the Service Desk's tools and platforms, such as ticketing systems and knowledge bases, to optimise support and self-service capabilities.
• Evaluate and recommend new technologies to enhance the efficiency and effectiveness of the Service Desk., Assess the risks and work in a safe manner at all times, robustly implementing health and safety rules, instructions and systems and refusing to undertake work that compromises your safety or health.
• Report in a timely manner all incidents including near misses and safety observations (NMSO), accidents and injuries and raise any health and safety concerns with your line manager.

• Takes responsibility for delivering customer needs (G3)
• Listens and asks questions to gain an understanding of customer needs and expectations
• Ensures that colleagues are aware of customer needs and understand how their role impacts the customer
• Anticipates customer needs, actively seeking feedback to improve satisfaction
• Takes responsibility for resolving problems within the scope of his/her experience o Balances customer needs with safety, operational and commercial constraints
• A key player in building and maintaining a positive team culture (G4)
• Sets a personal example through actively creating a positive, inclusive and safe working environment
• Recognises and capitalises on team diversity to achieve the best possible results
• Fosters relationships across functional and geographic boundaries to share technical expertise and best practice
• Proactively addresses cross-functional conflicts to find win-win solutions
• Credits individual contributions and celebrates team accomplishments
• Demonstrates a range of influencing techniques for positive impact (G4)
• Communicates functional/team vision, plans and decisions in a way that engages team members, gaining buy-in and support
• Sells ideas by linking benefits to needs, i.e. 'what's in it for them', identifying key stakeholders, and building strategies to influence them
• Identifies and uses the tone, method, channel and…