Data Science Manager - Fraud
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Lead a team of data scientists to enhance fraud product analytics, set strategic roadmaps, and drive data-driven insights for customer success at Plaid.
IT Service Desk Manager
🕒 3 days ago
Service Desk ManagementIncident ManagementITILTeam Development
📜 Description
- Own the day-to-day performance of the Service Desk, improving first-contact resolution and addressing performance gaps.
- Lead incident management during complex tickets and major disruptions, ensuring timely communication.
- Plan resources effectively to balance workloads and maintain service commitments.
- Set clear expectations for team members and provide coaching to support their development.
- Implement service improvements through root cause analysis and automation.
🛠️ Requirements
- Proven experience in managing IT service desks or similar environments.
- Strong understanding of ITIL principles and compliance requirements.
- Ability to analyze service data and implement corrective actions.
- Excellent communication skills for technical and non-technical audiences.
✨ Benefits
- Unlimited annual leave
- Private healthcare
- Life assurance
- Electric car scheme
- Flexible / remote working (with access to Tunbridge Wells & Paddington)
- Team and company socials, including Illuminate Awards
Full job description
IT Service Desk Manager
Hybrid/Tunbridge Wells | Unlimited Holiday | Deliver exceptional support, stronger teams and better customer outcomes.
Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.
With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central.
We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.
Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.
We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.
Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.
Role Overview:
The Service Desk is central to the customer experience. When it performs well, customers remain productive, incidents are resolved quickly and technical teams can focus on higher-value work.
As IT Service Desk Manager, you will take ownership of the performance and continual improvement of our First and Second Line teams. You will turn service data into better decisions, reduce recurring issues and create an environment where engineers can perform, develop and progress.
Your role is to ensure customers receive a consistent, responsive and secure service across Microsoft Modern Work, cloud and hybrid environments, while maintaining the operational controls required by Cyber Essentials Plus and ISO 27001
The Service Desk is central to the customer experience. When it performs well, customers remain productive, incidents are resolved quickly and technical teams can focus on higher-value work.
As IT Service Desk Manager, you will take ownership of the performance and continual improvement of our First and Second Line teams. You will turn service data into better decisions, reduce recurring issues and create an environment where engineers can perform, develop and progress.
Your role is to ensure customers receive a consistent, responsive and secure service across Microsoft Modern Work, cloud and hybrid environments, while maintaining the operational controls required by Cyber Essentials Plus and ISO 27001
What you'll be doing:
Service performance
Incident and escalation leadership
Capacity and commercial control
Team performance and development
Service improvement
Governance and customer confidence
The kind of problems you’ll solve
What sets you apart
Your impact:
On the business:
operational control or engineer productivity to decline. Better capacity planning, accurate time
recording and stronger performance management improve both service delivery and commercial
visibility.
On customers:
confidence that their Microsoft 365, Azure, endpoint, identity and hybrid environments are supported
by a team that understands both productivity and security.
On team performance:
result is a more capable, accountable and engaged Service Desk that can resolve more at first
contact and create stronger technical talent for the wider business
What it's like here:
You’ll get:
What you get:
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