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Proactive Appointments
Cardiff
Service Desk Support Analyst - 5 days on site We are looking for an experienced and talented Service Desk Support Analyst to join one of our biggest customers based in Cardiff. This is a new role and function within the company so offers a great opportunity for someone to create a new career path for themselves. JOB PURPOSE: To provide in person
Job Source: Proactive AppointmentsMatchtech
Weston-Super-Mare
We are looking for a candidate to join the Service Desk team within the IT Support department of our client. Permanent, full-time position based from offices in Weston-Super-Mare The team is pivotal in supporting technology projects and services delivered to clients. The key to this role is to act as the first point of contact for customers. Furthe
Job Source: MatchtechExponential-e
Bridgend
Exponential-e Want to be part of a leading British-owned tech company? Established in 2002, we are achieving year on year revenue growth and reinvesting 95% of our profits back into our people and technology. Hours: Shift Pattern of 12 hours 07:00 - 19:00, 11:00 - 23:00 (2 Early followed by 2 Late shifts, followed by 4 days off) Your new role: Resp
Job Source: Exponential-eDigital Health and Care Wales
Cardiff, South Glamorgan
Service Desk Analyst Salary: Band 4 starting at £25,524 Tenure: Fixed Term for up to 11 months The ability to speak Welsh is essential for this role. Join our game changing, life-saving team as a Service Desk Analyst and help to make a real difference to health and care services in Wales. We are seeking passionate customer focused individuals to jo
Job Source: Digital Health and Care WalesStable
cardiff, wales, United Kingdom
Job Description: Our company is looking for a Support Desk Engineer who can provide technical assistance and problem-solving for our customers who use Microsoft technologies, such as Azure/Microsoft Entra ID, SharePoint, Endpoint Manager, Microsoft Defender, and M365. The ideal candidate will have 2-3 years of IT support experience, preferably in a
Job Source: StableStable
Cardiff
Job Description Job Description: Our company is looking for a Support Desk Engineer who can provide technical assistance and problem-solving for our customers who use Microsoft technologies, such as Azure/Microsoft Entra ID, SharePoint, Endpoint Manager, Microsoft Defender, and M365. The ideal candidate will have 2-3 years of IT support experien
Job Source: StableCPS Group (UK) Limited
Cardiff
Job DescriptionIT Project ManagerBlue light organisationCardiff (Very flexible approach to work) Salary Up to £47,000 + BenefitsCPS Group are currently working with a Blue Light organisation who have a fantastic opportunity for a new IT Project Manager to join the team.In this position you would be joining the Digital Services Division of the busin
Job Source: CPS Group (UK) LimitedCPS Group (UK) Limited
cardiff, wales, United Kingdom
IT Project Manager Blue light organisation Cardiff (Very flexible approach to work) Salary Up to £47,000 + Benefits CPS Group are currently working with a Blue Light organisation who have a fantastic opportunity for a new IT Project Manager to join the team. In this position you would be joining the Digital Services Division of the business, help
Job Source: CPS Group (UK) LimitedCardiff
IT Service Desk Manager required by our market leading, award winning, professional services organisation based in Cardiff. The successful candidate will lead and manage a team of 10 Service Desk Engineers across 3 sites in the UK supporting close to 1,000 users.
This role will be split between management (75%) and hands-on support (25%). The IT Service Desk Manager will play a crucial role in maintaining high levels of customer satisfaction, managing service delivery, and driving continuous improvement initiatives within the service desk function.
Main Responsibilities:
Management
Lead, mentor, and manage a team of 10 service desk engineers, providing guidance, support, and coaching to ensure high performance and professional development.
Oversee the day-to-day operations of the service desk, including ticket management, prioritisation, and resolution of IT support requests and incidents.
Develop and implement service desk policies, procedures, and best practices to optimize service delivery and ensure adherence to ITIL processes.
Coordinate with other IT teams and departments to escalate and resolve complex technical issues and ensure timely resolution of service disruptions.
Manage service desk staffing levels, schedules, and workload allocation to ensure adequate coverage during operating hours (7am-6pm, Monday to Friday).
Handle escalated user inquiries and complaints, resolving issues promptly and effectively to maintain positive relationships with internal users.
Hands-on/Technical
Provide technical expertise and support to service desk engineers, assisting with troubleshooting, problem resolution, and escalation management as needed.
Stay abreast of emerging technologies, industry trends, and best practices in IT service management to enhance service desk capabilities and effectiveness.
Assist in the development and implementation of IT service management tools, systems, and processes to streamline operations and improve service quality.
Collaborate with other IT teams on projects and initiatives, contributing technical expertise and insights to support successful project delivery.
Required Background:
Degree or similar in Information Technology, Computer Science, or related field.
Considerable experience in IT service desk management, preferably within a professional services environment.
Proven leadership skills with experience managing and motivating teams of technical professionals.
Strong knowledge of ITIL processes, principles, and best practices, with ITIL certification preferred.
Excellent communication skills with the ability to interact effectively with internal users, stakeholders, and senior management.
Solid technical background with expertise in Microsoft Windows, Active Directory, Office 365, and IT service management tools.
Ability to work effectively under pressure, prioritize tasks, and meet tight deadlines in a fast-paced environment.
Strong analytical and problem-solving skills with a focus on continuous improvement and customer satisfaction.
Flexibility to provide occasional out of hours support and cover during extended business hours as needed.
This fantastic role comes with a basic annual salary of £37,500-40,000 p/a and is accompanied with 25 days holiday (Plus bank holidays & your birthday off), death in service equivalent to twice annual salary, pension scheme, hybrid working and professional fees paid (subject to requirement for your role) plus many more.
IT Service Desk Manager jobs in Cardiff
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