Global Service Desk Manager

Our client is currently recruiting for a Global Service Desk Manager to lead their global Service Desk Function. The Global Service Desk Manager must have experience of managing a team that supports global users previously and will act as a key escalation point for critical IT issues and incidents, ensuring prompt resolution and minimal business disruption.

This is a hybrid based role, 3 days onsite in Birmingham / 2 days remote.

• 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 Incident Management on a rota basis to ensure Major Incidents are managed to resolution as quickly and safely as possible.

• At least 5 years' experience in a similar role managing a global or regional Service Desk function.
• Strong leadership experience, including managing teams with multiple reporting lines.
• Background in IT service delivery within a medium to large enterprise environment.
• In-depth knowledge of ITIL frameworks, with a preference for ITIL 4.
• Understanding of IT infrastructure and technologies including Windows, Active Directory, networking, and cloud-based solutions.