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Service Desk Manager

Applications for this role are now closed. View similar roles here.
The details


Arthur are delighted to be partnered with a leading broker in London who are seeking a Service Desk Manager to join the team on a permanent basis. Are you passionate about IT service management and ready to take on a leadership role? Join a top-tier global insurance broker and contribute to a collaborative, inclusive, and dynamic work environment.

As an IT Service Desk Manager, you will:

  • Lead and motivate the Service Desk team to enhance service delivery.
  • Build and maintain relationships across the business.
  • Ensure high-quality IT support for all users, aiming for maximum first-time issue resolution.

Key Responsibilities:

  • Oversee daily operations and performance metrics of the service desk.
  • Develop and enforce service desk policies and standards.
  • Provide coaching and training to staff.
  • Handle complex customer issues and complaints.
  • Implement service desk improvements and best practices.
  • Maintain documentation and knowledge base for the team.
  • Collaborate with other IT teams and stakeholders.
  • Stay updated on IT trends and best practices.
  • Support and maintain the Service Desk across multiple location.

Qualifications & Skills

  • Experience in customer service and satisfaction.
  • Proficiency in data analysis and reporting software.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and decision-making abilities.
  • Leadership experience.
  • Knowledge of Microsoft Products, Active Directory, ITIL, and project management.
  • Willingness to travel to various office locations.

Key Competencies

  • Customer understanding
  • Effective communication and influence
  • Performance management and improvement
  • Planning and organization
  • Analytical decision-making
  • Strong leadership

Please note, this role is 5 days in the office in Central London - please appy for further review! 

Applications Closed