IT Service Desk Manager

Full Time London London IT Job Pro UK

IT Service Desk Manager – 60K – London – 1 day in office / hybrid working

We are looking for a highly motivated and skilled IT Service Desk Manager to join an established, Microsoft Partnered, Managed Service Provider based in Farringdon (with remote working).

This exciting opportunity will suit a talented IT Service Desk Manager who is well versed leading IT Support teams ranging from 1st to 3rd line, ideally within an ITIL environment.

They are a big believer in sharing thoughts and encouraging and supporting innovation and creativity.

IT Service Desk Manager Key skills:

* 3-5 years lead or management experience in an IT Managed Services environment
* Flexible and helpful attitude. In particular, the ability to empathise with IT Service
Desk customers and respond sensitively to their problems, requests and
* Excellent trouble-shooting skills with a broad range of technical knowledge
* The ability to lead and motivate a highly productive Service Desk team in a
fast paced environment
* ITIL v3/4 Foundation qualification
* Manage the day-to-day service desk environment to ensure that the procedures, process and working practices are followed.
* Act as the first point of escalation for all customer incident requests and problem ticket issues
* Provide input to the Service Desk toolset (LogMeIn and Fresh Desk) to ensure it meets the requirement our business.
* Effective resource and task management to ensure guaranteed cover to the business
* Responsible for the on-call contact centre and shift rotas
* Identify and manage service improvement opportunities.
* Ensure continuous service improvement is embedded in the culture and working practices of the Service Desk
* Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored and reported on and communicated to customers
* Ensure major incident response procedures have been identified, documented
and maintained and that Service Desk staff have been trained on these
* Manage, monitor and report on the services and service levels required to
support and deliver the Service Desk environment
* Deliver effective performance management to ensure that each member of the team is able to provide the best level of customer service
* Train, coach and mentor Service Desk Specialists including career development
* Manage the performance of all direct reports using regular appraisals, objective
setting, training, development and 1-1s

The IT Service Desk Manager will be a natural motivator with fantastic communication skills and have prior experience within a similar position. The successful IT Service Desk Manager will be given the freedom and flexibility to implement their own ideas and strategy supported by the senior team.

We are interviewing currently so apply now for immediate consideration or contact George Harvey at ITSS Recruitment for further information

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