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The Service Desk Manager is responsible for overseeing the day-to-day activities of the Service Desk ensuring users and business teams receive the support they require whilst delivering an outstanding level of customer service and user satisfaction. The Service Desk Manager role is part of the Service Desk and reports to the Senior Infrastructure Ops Engineer, they have line management responsibility of the Service Desk Analysts. Your responsibilities will include, but aren’t limited to: Instil a customer service culture of service excellence ensuring customer service levels and satisfaction are achieved. Ensure the team create and leverage knowledge and collaboration to derive increased efficiency and effectiveness. Responsible for ensuring Incidents and Requests are handled within SLA, and any escalations are handled and assigned to the appropriate team. Responsible for ensuring that Interactions are handled and updated with clear details. Responsible for ensuring that all Chats, Phone calls are actioned within SLA. Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public. For further information on the role, please read the role profile which is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.