Service Helpdesk Manager (Contract)

SC Security Clearance

Inside IR35

£290-£310/Day Umbrella rate

Gloucestershire Based

An exciting opportunity has arisen for an experienced Service Helpdesk Manager to lead a dynamic ICT Service Desk team. This role is ideal for someone passionate about delivering high-quality technical support and driving continuous improvement in service delivery. The successful candidate will be responsible for managing day-to-day operations, ensuring service excellence, and fostering a high-performing team culture.

Key Responsibilities

• Lead and manage the ICT Service Desk team, providing guidance, coaching, and performance management.
• Oversee the handling of incidents and service requests, ensuring timely resolution and customer satisfaction.
• Monitor and report on service desk performance metrics, including SLAs and KPIs.
• Develop and maintain service desk processes and documentation to ensure consistency and compliance.
• Drive service improvement initiatives based on performance data and user feedback.
• Collaborate with technical teams and stakeholders to resolve complex issues and support service transitions.
• Manage the out-of-hours support rota and ensure appropriate coverage for critical incidents.

Essential Skills & Experience

• Demonstrable experience managing an ICT Service Desk or Helpdesk function.
• Strong leadership and team management capabilities.
• Excellent communication and stakeholder engagement skills.
• Proficiency in monitoring and reporting on service performance.
• Familiarity with ITIL principles and service management processes.

Desirable Qualifications

• ITIL Foundation or higher certification.