Service Desk Manager

Job Title: Service Desk Manager Location: Mitlon Keynes Salary Range: up to £70k plus benefits (depending on experience) Your Schedule: This role is primarily on-site, requiring a presence 5 days a week. Flexibility in start and end times is available as needed, aligning closely with our operational hours from 8:00 am to 6:00 pm, Monday to Friday. *NO SPONSORSHIP IS PROVIDED* SOM3 are working exclusively with a fast-growing automotive industry company seeking to build out an IT hub in the Milton Keynes area. First point of call is to acquire a Service Desk Manager with a growth mindset, positive attitude and high energy who can lead a team. As the IT Service Desk Manager, you will pioneer the creation and management of our new IT service desk. This is a rare greenfield opportunity where you'll select the best people and tools, and implement efficient processes to set the foundation for a high-performing IT service desk. You'll drive a culture of excellence, support, and innovation, ensuring our technology function aligns with and propels our business objectives. What You'll Do: * Build and lead a high-performing support team, ensuring KPIs, SLAs, and OKRs are met * Oversee team performance and development. * Recruit, train, and continuously improve team capabilities. * Foster a positive, high-energy work environment. * Align service expectations with stakeholders to meet business needs. * Conduct performance reviews with IT providers. * Manage service levels and create performance reports. * Optimize third-party services. * Oversee major incidents and problem resolution. * Maintain clear communication during incidents and changes. * Provide support for incident management and escalations. * Manage IT onboarding and equipment setup for new starters. * Oversee secure removal of access and retrieval of equipment for leavers. * Streamline processes for rapid growth and efficient equipment management. * Facilitate IT integration of acquired businesses. * Deliver IT services aligned with ITIL principles. * Ensure compliance with information security standards. * Collaborate on software and infrastructure updates. * Maintain end-user equipment security standards. * Produce reports for executives and the board. * Measure customer satisfaction and identify improvements. * Build strong working relationships across the business. * Review third-party supplier performance. What We're Looking For: * Extensive experience leading a service desk in a multi-site organization, catering to a large user base. * Strong grasp of ITIL principles and project management. * Proficiency in using and reporting from helpdesk ticketing systems. * Effective in managing service levels and performance reporting. * Positive, high-energy mindset with a focus on continuous improvement. * Experience in a Microsoft 365 environment and familiarity with niche third-party applications. * Background in retail or service/support industries is a plus. What's Next: This is a pivotal role with the potential for career advancement, possibly evolving into a broader service delivery position. Be a part of our exciting growth journey and shape the future of our IT service desk