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Service Desk Manager

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Job Description

Service Desk Manager
Birmingham – Hybrid
£40,000

Are you an experienced IT professional who is looking to upskill in their career? We are seeking a Service Desk Manager with 2-3 years of experience in a Managed Service Provider (MSP) environment to join our clients growing team.

As a Service Desk Manager, you will play a crucial role in leading their service desk team to deliver exceptional IT support to their clients.

Key Responsibilities:

* Lead and mentor a team of service desk technicians to ensure they deliver high-quality and timely support to their clients.

* Oversee the day-to-day operations of the service desk, ensuring that service level agreements (SLAs) are met and exceeded.

* Act as a point of contact for key clients, maintaining strong relationships and addressing any escalations or issues promptly.

* Continuously assess and improve service desk processes and workflows to enhance efficiency and customer satisfaction. Our client wants a manager who can lead the team instead of having to dip into tickets.

* Stay updated with the latest IT trends and technologies to provide guidance and support to the team and clients.

Requirements:

* Proven 2 – 3 years’ experience working in a Managed Service Provider environment, preferably in a leadership or supervisory role within the service desk.

* Demonstrated ability to lead, motivate, and develop a team of IT professionals.

* A commitment to delivering excellent customer service and ensuring client satisfaction.

* Solid understanding of IT systems, networks, and infrastructure, with the ability to troubleshoot and resolve technical issues.

* Excellent verbal and written communication skills, with the ability to interact effectively with clients and internal teams.

* Relevant certifications such as ITIL, CompTIA, or Microsoft certifications are a plus.

If you are a proactive and results-driven individual with a passion for IT service delivery and team leadership, we encourage you to apply for this role.

To apply, please submit your CV for immediate consideration

Job Summary

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Birmingham, West Midlands (County) Location
IT Job Pro

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