Service desk Manager

Service desk Manager

  • Location


  • Sector:

    Information & Technology

  • Job type:


  • Salary:

    £32000 - £35000 per annum

  • Contact:

    Joanne Smith

  • Contact email:

  • Contact phone:

    +44 (0)151 666 8972

  • Job ref:


  • Published:

    about 1 year ago

  • Expiry date:


  • Start date:



Our Client  is a leading provider of insurance and legal services, their range covers all sectors of the insurance industry.   

An excellent opportunity has arisen for a Service desk Manager to join their team on the Wirral  on a permanent basis.
The Service Desk Team Manager will work towards the vision & strategy.  The role involves coordinating the work of the Service Desk team of technicians as they provide support for the internal Legal and Insurance.

Case Management Systems, Windows desktop environments, 3rd party software and
general end user infrastructure.

Key Duties and Responsibilities

To take overall responsibility for the Service Desk, its team and the
software packages used in its day to day function
To manage the processes involved in the ingress and egress of incidents,
problems & changes
To ensure successful progression of work to its satisfactory conclusion
To work with other team managers to achieve seamless and efficient
escalation and transfer of incidents, putting the customer first at all
To manage user expectations
To ensure team members adhere to documented SLAs
To implement learning & development strategies, coaching & mentoring
opportunities, and performance management plans for team members
To manage team performance, create a positive working environment and
motivate team members to perform well
To maintain effective communications, meetings, appraisals & reviews,
including 1 to 1s, with team members
To manage shift patterns, holidays & other administrative functions for
the Service Desk team
To work with colleagues across functional teams to identify & implement
service improvements
To develop & maintain Service Desk processes, workflows and escalation
policies and procedures, ensuring engagement with IT stakeholders
To provide statistics and synopsis for inclusion in monthly board reports
To support the Business Delivery team in management of change processes
and workflows

To build and maintain an appropriate personal level of technical expertise
and understanding in areas including, but not limited to:

o Incident Triage
o 3rd party desktop software
o Hardware (e.g. workstations/laptops)
o Printing
o Telephony
o Networking

To take ownership of TOPdesk technical & administrative content,
configuration and management
To write and encourage the use of knowledge base articles to provide
self-service facilities
To build professional relationships with peers across the business and
within the IT Teams
To seek out and win appropriate Technical Services and Development
resources by liaising with stakeholders, BAs and Team Managers
To work with the Technical Services and Development Managers to produce
and maintain documented SLAs and Service Catalogues
To provide a communications conduit for major incidents and liaise with
external customers and 3rd parties
To raise the profile of the Service Desk within the business
To assist with adherence to Inventory/Asset Management policies
To contribute to the management of stockrooms and their contents,
ensuring appropriate levels of stock are maintained, stock rooms are kept
tidy and unnecessary procurement does not occur

Experience and knowledge

 Ability to lead and motivate
 Excellent interpersonal verbal and communication skills
 Supervisory / management experience in a call centre or service desk
environment desirable
 Working knowledge of IT Service Desk Management tools
 HR process awareness
 Customer skills
 People management skills
 Pro-active, positive approach
 Excellent Communication skills
 Understands varied behavioural styles
 Excellent Problem Solving and Decision-Making skills
 Works well in fast paced, pressured environment
 Tact & diplomacy
 Maintains professional appearance
 Adheres to health & safety procedures
Company Information


 Medicash (after 1 months service)
 Flexible Working (dependant on the role requirements)
 Tunnel tag (Liverpool to Wirral commuters)
 Pension Scheme
 Life Assurance Scheme
 Agile Working

Salary £32,000 - £35,000
Hours of Work 37 hours
Monday – Thursday 9am – 5.30pm
Friday 9am – 5pm
Reports to (Job Title) Technical Services Manager

Scantec Personnel Limited is acting as an employment business and an employment agency. For contract or interim roles (and unless otherwise stated), all pay rates stated are on a Limited Company basis. Agency PAYE, Umbrella and CIS (if applicable) engagement models are also available, which will result in a different pay rate than advertised above.

Due to the high volume of applications Scantec receives it is not always possible to acknowledge every application. Shortlisted applicants will be contacted within 28 days. If you don’t hear from us within 28 days your application has not been shortlisted at this time, to be considered for future vacancies please register with us on our website.