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The Opportunity:

We're on the lookout for an experienced Service Desk Manager who has an excellent understanding of ITIL and process implementation. In this role, you'll lead and inspire four service desk technicians, ensuring excellent IT and Telecommunication support.

The Role:

You'll supervise daily service desk activities, ensuring swift resolution of user issues, monitor metrics to meet SLAs, and maintain high service standards. You'll also manage customer satisfaction, address escalated issues, and build strong relationships with stakeholders. Additionally, you'll identify and implement process improvements, oversee incident and problem management, and prepare performance reports.

Who You'll Be:

- You will have previous experience in a Service Desk Team Lead or Manager role.

- You will have a strong understanding of ITIL principles,

- You will have previous experience of working on a busy Service Desk.

- You will be proficient in using service management software.

- You will be Knowledgeable of IT infrastructure, including hardware, software, and network systems.

The role requires you to be in the office four days per week in Newcastle and is a permanent role. If you are interested, please apply now