Service Desk Manager - 6 months contract

  • Location


  • Sector:

    IT Service Delivery Recruitment

  • Job type:


  • Salary:


  • Contact:

    Keith Wilkins

  • Contact email:


  • Job ref:


  • Published:

    over 1 year ago

  • Duration:

    6 months

  • Expiry date:


  • Startdate:


  • Consultant:


My client is seeking an experienced Service Desk Manager to help refine the current service desk environment and is a very strong people manager.

The role calls for an experienced Service Desk Manager, with excellent process management skills and solid customer service experience. You will need a problem-solving attitude and strong motivational skills

Scope of the role:

  • Lead the day to day operation of the service desk - which numbers 24 service desk analysts over two sites (Colchester and Thurrock)  - providing predominantly telephone support and 1st line technical support for customer and client enquiries
  • To provide effective, comprehensive and professional services in relation to front line service desk contacts, considering best practice standards for service delivery through ITIL
  • Create, implement and manage the SLAs, standards and procedures
  • Team development
  • Take responsibility for the IT Service Desk budget

Key Objectives

To deliver an effective IT Service Desk in line with ITIL standards and the needs of the business, providing advice and guidance, ensuring resolution within agreed timescales and that customers are appraised of progress.

You will be:

  • Committed to delivering exceptional customer service
  • An inspirational leader committed to team success
  • Innovative and creative individual, who is able to bring fresh new ideas to set us apart from others
  • An excellent communicator with good written and interpersonal skills to develop relationships with people at all levels
  • Consistent, supportive, proactive and flexible in the way you deliver
  • Positive, and energetic and take pride in your and our success
  • Responsible and accountable for delivery of your personal tasks and outcomes

Required experience:

  • Proven track record of IT Service Desk Management
  • Managed implementations and upgrades in a service delivery environment
  • Managing an ITIL based Service Desk, implementing and following best practice
  • Managing, developing, upskilling, motivating and mentoring staff
  • Managing complex stakeholder relationships
  • Development and maintenance of effective customer and business relationships, and delivering service improvements
  • Service budget management


  • ITIL Certified (minimum Foundation level)
  • Customer-service oriented with a problem-solving attitude
  • Development and maintenance of effective customer and business relationships, and delivering service improvements
  • Diligent and highly organised
  • Continuous improvement
  • Team management and development
  • Strong leadership and resource management skills
  • Negotiation and influencing

This is a 6 month contract position. For further information and an initial discussion please call Keith Wilkins today or send your CV for review. 

Avocet Strategic Resourcing is acting as an employment agency in regard to this role. Please note that every application received is personally reviewed by our team - Avocet Strategic Resourcing does not use automated screening tools. On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance.  Applicants must be eligible to live and work in the UK to apply for this role