Hybrid IT Service Desk Manager (1st/2nd Line)

Cloud Select; England; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Cloud Select is expanding its IT MSP and seeks a capable leader to oversee the 1st and 2nd Line Service Desk teams. You will own ticket queues, SLA performance and escalations while fostering strong customer relationships.

You will also coach engineers, drive service improvements, and support the ongoing development of the organisation’s Microsoft-focused technical services, with hybrid home working.

Qualifications

• Experience leading 1st/2nd line service desk teams.
• Strong customer relationship and SLA focus.
• Experience coaching engineers and enabling career progression.

Responsibilities

• Directly manage and support the 1st and 2nd Line Service Desk teams.
• Oversee ticket queues, SLA performance, escalations and service levels.
• Coach and develop engineers and career progression.
• Act as escalation point for complex customer issues.
• Collaborate with 3rd Line and Project Engineers on escalated issues.
• Identify improvements to Service Desk processes and customer experience.
• Monitor team performance and provide feedback and development plans.
• Maintain relationships with customers and communicate issues clearly.
• Support Microsoft-focused technical services development.

Skills

Team leadership

Service desk management

Customer relationship management

Coaching and development

Escalation handling

Tools

Microsoft 365

ITIL/Service Management

Job description

Cloud Select is expanding its IT MSP and seeks a capable leader to oversee the 1st and 2nd Line Service Desk teams. You will own ticket queues, SLA performance and escalations while fostering strong customer relationships.

You will also coach engineers, drive service improvements, and support the ongoing development of the organisation’s Microsoft-focused technical services, with hybrid home working.