Experienced ITIL Service Desk Manager required by my client to lead a team of 6, taking ownership for the effective management of incidents and service requests and ensuring the provision of first class customer service and user support. You will ensure effective management of issues raised through calls, emails and face-to-face, and that the resulting incidents or service requests are handled using agreed incident management. As well as the day-to-day running of the Service Desk, as Service Desk Manager you will also be required to provide coaching and mentoring, one-on-one reviews and the organisation of the team's shift pattern and rota. You will have experience of delivering to strict Service Level Agreements (SLAs) and KPIs. The Service Desk Manager will have a keen interest in technology and good skills in Windows, Office, Outlook, and ideally MS Exchange etc. The client can offer superb ongoing training and career development in return for a hardworking and dedicated professional who is keen to provide the very best levels of service and user support, along with promoting the drive and use of ITIL best practices across the ICT function. You will be articulate, an excellent communicator with lots of drive and enthusiasm to provide excellent customer service and to develop your career in IT. Experience of working in IT Service Organisations is highly desirable.