Senior Service Desk Manager (75k base salary)

VANRATH are pleased to be working with a global organisation on their search for a Senior Service Desk Manager. The successful candidate will play a vital part within the service management team and will be responsible for global service desk operations.

This is an opportunity to join an innovative team and play an integral part within the service desk operations team.

The Role

• Manage and mentor a team of service desk analysts, providing guidance, coaching, and performance evaluations. Foster a positive and productive team environment to enhance team morale and motivation
• Oversee the day-to-day operations of the service desk, ensuring timely resolution of incidents, service requests, and inquiries according to defined service level agreements (SLAs)
• Drive the incident management process, coordinating with technical teams to identify root causes, implement corrective actions, and prevent recurring issues.
• Continuously assess service desk performance, identify areas for improvement, and implement best practices to enhance service delivery and increase customer satisfaction.

The Ideal Person

• 10+ years experience in a service desk management position
• Proficiency in incident management processes and IT service management
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Experience in defining KPIs, generating reports, and conducting performance analysis.
• Strong problem-solving skills and the ability to remain composed under pressure.
• Familiarity with ITSM tools and ticketing systems.

Benefits

• Comany bonus
• Hybrid working
• Life Assurance
• Pension
• Generous holiday package

For further information on this vacancy, or any other IT Infrastructure roles in Belfast or wider Northern Ireland, please apply via the link below or contact Mark McAdams on 028 9033 0250 in the strictest confidence.