Service Desk Manager - Finance (IT)

Northern

Location: Leeds, England, United Kingdom

Category: IT Support

Salary: 50,211 - 55,974 GBP / yearly

Full-time

Job Description

We are seeking a Service Desk Manager to lead our IT service desk operations, drive efficiency, and ensure exceptional user experience.

Responsibilities

Lead, mentor, and develop the service desk team.
Oversee IT support operations and ensure efficient incident resolution.
Monitor and improve service desk performance aligned with SLAs and KPIs.
Act as the primary escalation point for complex issues and stakeholder concerns.
Implement ITIL best practices, process improvements, and automation strategies.

Qualifications

Experience in IT support roles, including service desk management or team leadership.
Strong knowledge of ITIL frameworks, incident management, and ITSM tools.
Experience driving service improvements, automation, and workflow enhancements.
Excellent communication, stakeholder management, and problem-solving skills.
Ability to lead in a fast-paced environment, managing multiple priorities effectively.

Perks & Benefits

Free Travel.
Generous Pension Scheme.
Enhanced Family Benefits.
Cycle to Work Scheme.
Exclusive Discounts.
Holiday Purchase Scheme.
Employee Assistance Programme.
Training and Career Development.
Recognition Awards.

Why Join Us?

We are the heartbeat of the North, connecting communities, creating opportunities, and driving sustainable growth. Join us at this pivotal moment in rail history and play your part in our journey.