Service Desk Manager

Contract Maidstone £350 - 450 p/day

Service Desk Manager – Maidstone, Kent – £350 – 450 p/day

I am working with a leading organisation slightly north of Maidstone and they are urgently looking for a Service Desk Manager to join the business on a contract basis and be responsible for the day-to-day operation of their service desks.

Ideally anyone applying for the role should be available immediately or on a short notice due to the urgency of the role.


  • Provide strong leadership and direction for the team.
  • Define and help implement the roadmap for the Service Desk.
  • Conduct relevant line management responsibilities for 1st and 2nd line engineers.
  • Deliver 1st class Service Desk services within appropriate SLAs.
  • Ensure a high level of customer service is delivered by the teams
  • Build strong relationships with other IT teams and with the rest of the business.
  • Conduct effective resource planning and forecasting in order to ensure the teams are appropriately staffed.
  • Help develop and improve operational processes and identify areas for service or process improvement.
  • Help with the development and improvement of the Major Incident Management process.
  • Make sure escalations and complaints are resolved effectively and escalate issues where necessary to the relevant point of contact.
  • Make sure appropriate processes and procedures are in place to maintain a high level of service and support.
  • Ensure Quality Analysis is carried out and ensure effective performance management is in place within the team.

Key Experience:

  • 4 + years experience of direct line management
  • Strong technical skills and hands-on management background
  • Extensive experience in a technical support role to second line or higher level
  • Demonstrable experience managing KPIs and SLAs
  • Worked within ITIL aligned processes
  • Proven experience of successful process implementation/improvement initiatives

In line with the Conduct Regulations 2003, when advertising permanent vacancies JNC Recruitment are acting as an Employment Agency, and when advertising temporary/contract vacancies JNC Recruitment are acting as an Employment Business.




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+ 44 (0) 1273 774738

JNC Recruitment,
Heversham House,
2nd Floor South,
18/22 Boundary Road,
East Sussex,