IT Service Desk Manager in Bristol

Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform.

Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.Due to ongoing growth & development, we are in the process of restructuring and developing our internal IT Support team to align with best practise and the ITIL framework and looking to recruit a new Service Desk Manager.

The Service Desk Manager shall have four direct reports and will manage the team, its improvement and development. This role will have overall responsibility for the internal support function and ITSM system. It will manage the organisation of the support team and their activities in line with the departmental and business requirements, including providing resource to projects. The role will form part of the IT Services leadership team.

What you'll be doing

• Lead and mentor a team of support engineers, fostering a culture of excellence, collaboration, and continuous improvement.
• Line manages the 2nd and 3rd line support engineers in the team
• Responsible for improvement of the support team function, through OLA’s and KPI’s.
• Manages the overall development of the ITSM system in collaboration with other teams
• Develop and provide regular reports and dashboards to senior management and stakeholders.
• Drive efficiency in the support team through automation and reduction of manual repetitive tasks.
• Coordinate the training, activities, priorities and workload of the support team to deliver value and provide operational advantage.

Experience & Qualifications

• Significant experience in an IT role, with proven progression through roles, with demonstrable experience working in a service desk management position
• Strong knowledge of IT Service Management
• Demonstrable proficiency in managing and developing a team
• Bachelor’s degree in computer science or equivalent in experience

Certification such as the following or similar would be advantageous:

• Service Desk Institute – Analyst or Manager
• ITIL4 Foundation
• Additional certifications relating to specific IT technologies would be beneficial.

What's in it for you?

• Flexible working.
• Investment in your future career with a variety of learning and development opportunities.
• No dress code - embrace the freedom to bring your whole self to work.
• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
• A pension plan for your future.
• Complimentary refreshments in all our offices.

For a comprehensive list of all our benefits, click here.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.