Service Desk Manager

NPL Management Ltd

All Locations
On-site
Manage help desk operations
Establish service catalogue
Own change enablement
NPL Management Ltd is seeking a Service Desk Manager to lead their Help Desk operations within the Time & Frequency department. This role involves managing performance, overseeing incidents and changes, and driving continuous improvement efforts in IT service management processes

Job Summary

  • Manage the performance and day-to-day operation of the Help Desk, acting as the primary point of contact for the Operations team and overseeing incidents, changes, assets and problem management.
  • Own end-to-end Change Enablement, including receipt, assessment, approval or rejection, monitoring and closure of change requests.
  • Identify and drive continuous improvement, implementing value-adding enhancements to processes, tools, ways of working and the operating environment.

Matching Summary

Match Score: 85

NPL Management Ltd is seeking a Service Desk Manager to lead their Help Desk operations within the Time & Frequency department. This role involves managing performance, overseeing incidents and changes, and driving continuous improvement efforts in IT service management processes.

Skills & Requirements

Must-have

  • Manage Help Desk operations
  • Establish Service Catalogue
  • Own Change Enablement
  • Chair Change Advisory Board
  • Monitor customer satisfaction
  • Act as escalation point

Nice-to-have

  • ITIL best practice
  • Continuous improvement mindset
  • Leadership in precision timing

Key Requirements

  • ITSM processes and procedures
  • Asset Management database maintenance
  • Monthly management reports

Work Rights

Not specified

Tailored Resume

Cover Letter