Service Desk/Delivery Manager

Location: Liverpool Street (Hybrid) – 3 days in the office

• Team Leadership: Manage, mentor, and train technical support staff, including hiring and performance evaluation.
• Operational Management: Oversee day-to-day service desk operations, ensuring SLA’s and KPI’s are met or exceeded.
• Incident & Request Management: Manage the queue of requests, ensuring timely, efficient resolution of IT issues.
• Process Improvement: Identify trends in incident data to reduce call volumes and implement improvements in ITIL processes (Problem, Change, Asset).
• Stakeholder Management: Act as a key contact for users and internal stakeholders, managing escalations effectively.
• Documentation & Tools: Maintain the Knowledge Base, ticketing system, and documentation standards.
• Tech stack – MS 365, Azure, AD, Networking (Firewalls, LAN/WAN and VPNs), Managed

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