Position Details
About this role
This role involves managing the day-to-day operations of the IT service desk, supporting remote and onsite employees, and ensuring service targets are met.
Key Responsibilities
- Oversee service desk operations
- Manage incident response
- Develop team and mentor staff
- Report on KPIs and performance
- Ensure SLA compliance
Technical Overview
The position requires overseeing incident response, KPI reporting, SLA management, and process documentation for IT support teams.
Ideal Candidate
The ideal candidate is a mid-level IT support professional with experience managing service desk operations, incident response, and team development. They possess strong communication skills and are adept at process documentation and KPI reporting.
Must-Have Skills
Nice-to-Have Skills
Tools & Platforms
Required Skills
Hard Skills
Soft Skills
Industry & Role
Keywords for Your Resume
Deal Breakers
Lack of experience managing IT service desk teams, No experience with incident response or SLA management, Unwillingness to work onsite in London
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