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Service Desk Manager

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Job Description

Service Desk Manager
Birmingham – Hybrid

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.


* 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

Birmingham, West Midlands (County) Location
IT Job Pro

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