The role of a service desk manager is to provide the single point of contact between an IT organisation and its users. A major part of this role is to ensure that incidents are dealt with effectively and normal service is restored as quickly as possible. Responsibilities include developing, implementing, monitoring and improving processes and procedures and this essential guide covers areas such as purpose, required skills and career progression, as well as tools, standards and frameworks.

Author Biography

Peter Wheatcroft is a specialist in service transformation and has consulted widely in this area since 2002. Before becoming a consultant, he was the Director of Commercial & Information Management for Alliance & Leicester plc. He is both a Chartered Engineer and a Chartered IT Professional, holding fellowships awarded by the IET, BCS and the CMI.