IT Service Desk Manager
Job Description
Overview
Lead and manage my client’s IT Service Desk, overseeing cloud platforms, IT infrastructure, software, and print devices for internal and external clients. Ensure top-tier service delivery, meeting performance benchmarks, and exceeding customer expectations.
Key Responsibilities
* Oversee incidents and requests, acting as the escalation point for critical issues.
* Manage major incidents, change management, and capacity planning.
* Ensure optimal staff availability and performance, aligning with customer needs.
* Build and maintain relationships with key customers, third-party vendors, and internal teams.
* Drive customer onboarding and maximise revenue opportunities.
* Analyse recurring issues and implement proactive solutions.
* Train and mentor the Service Desk team, ensuring adherence to SLAs.
* Monitor KPIs and trends, developing strategies for service improvement.
* Manage communications for outages and emergencies.
Key Relationships
* Direct reports: Service Desk Team Leaders
Requirements
* MSP experience
* Team leadership
* ITIL certification (desirable)
* Strong technical skills and ability to manage priorities
What’s on offer
* £55,000 – £65,000
* 25 days holiday + extra after 5 years
* Life assurance (4x base salary)
* Enhanced maternity/paternity leave
* Employee assistance program, Bike2Work scheme, discounts, and more
Skills:
Job Summary
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