Service desk leadership is about doing the things that drive action, get results, and improve performance. It is the ability to influence and motivate others, and create an environment that encourages personal accountability, responsible decision making, and a commitment to the continual improvement in support of the organisation’s objectives.
This award is open to service desk managers who, through their embodiment of the organisation’s values, inspire others to achieve great things. They will have enabled the achievement of measured and sustainable growth or improved performance through real staff empowerment, true customer engagement, and collaboration by promoting the value of IT within their organisation.
The judges are looking for a service desk manager who can demonstrate that they have inspired and motivated a team to consistently meet or exceed challenging objectives in order to improve quality of support and the customer experience.
Entrants will need to show that they have engaged with the business to identify and deliver improvements in line with business needs, promoted collaboration and cooperation across the IT organisation, and delivered measurable success.