IT Service Desk Manager

A Service Desk Manager is responsible for overseeing the day-to-day operations of an IT service desk, managing a team of technicians who provide first and second-line support to end-users, ensuring efficient incident resolution, service request fulfillment, and maintaining high service levels by adhering to established processes and SLAs, while also communicating effectively with stakeholders across the organization to deliver a seamless user experience; often utilizing ITIL best practices to optimize service delivery.,

• Team Leadership:
• Hiring, training, and developing service desk staff.
• Performance management and coaching of team members.
• Assigning tasks and managing workload distribution.
• Motivating and fostering a positive team culture.
• Regular Team meetings, updates and one to one sessions
• Service Delivery:
• Managing incident and service request queues, ensuring timely resolution.
• Monitoring key performance indicators (KPIs) to measure service desk effectiveness.
• Implementing and enforcing established service level agreements (SLAs).
• Escalating complex issues to appropriate teams when necessary.
• Process Management:
• Implementing and maintaining ITIL-based service management processes (incident management, problem management, change management).
• Continuously reviewing and improving service desk workflows and procedures.
• Developing and maintaining knowledge base documentation for self-service support.
• Communication and Collaboration:
• Acting as a primary point of contact for users and stakeholders regarding IT support issues.
• Communicating service updates and status reports to management.
• Building strong relationships with other IT teams to ensure coordinated problem resolution.
  
  Tetra Tech Ltd is an ambitious and growing business, with IT at the heart of that growth agenda. Our IT team uses state of the art technology both in terms of infrastructure and software and have an outstanding project management process in place to support our global customer base. We are looking for an enthusiastic committed individual to join our energetic team., Strong understanding of ITIL framework and best practices for service management.
• Proven experience managing a service desk team in a fast-paced environment.
• Excellent communication and customer service skills.
• Technical proficiency across various IT systems and applications.
• Leadership abilities to motivate and develop team members.
• Analytical skills to identify trends and implement improvements.
• Ability to work effectively under pressure and meet deadlines.
• The ideal candidate would have a driving licence and experience using Service Now for ITSM but not necessary.
  
  Tetra Tech is a leading provider of high-end consulting and engineering services for projects worldwide. We combine the resources of a global, multibillion dollar company with local, client-focused delivery in more than 400 locations around the world. We are Leading with Science® to provide sustainable and resilient solutions for our clients., At Tetra Tech, we provide a collaborative environment that supports individual performance, innovation, and creativity. We are proud to offer competitive compensation and benefits. Learn more by visiting http://www.tetratecheurope.com/careers
  
  Tetra Tech are always very happy to discuss flexible working, including the possibility of reduced hours, flexible start and finish times, or compressed hours. We can offer a range of solutions to help you to get the most out of your work / life balance.