IT Service Desk Manager

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

Chance to join a growing IT MSP with a reputation for excellence, particularly in Microsoft Cloud and Security technologies.

Benefitting from a hybrid home working model you will take ownership of the 1st and 2nd Line engineers, playing a key role in developing the team, improving service desk processes and maintaining strong customer relationships.

Clear opportunities for technical and management progression including funded certifications.

Role/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, helping them build their technical capabilities and progress their careers.

Act as an escalation point for complex customer issues where required.

Work closely with 3rd Line and Project Engineers on escalated issues and technical projects.

Identify opportunities to improve Service Desk processes, efficiency and customer experience.

Monitor team performance and provide regular feedback and development plans.

Help maintain strong relationships with customers and ensure issues are communicated effectively.

Support the ongoing development of the organisation’s Microsoft-focused technical services.