Service Desk Manager

Are you a leader looking for an opportunity to make a positive impact with a growing Service Desk?

Want to work for an exciting MSP who are massively scaling up?

Are you an operational and performance-driven individual who can ensure first-class customer service?

Working for a forward-thinking MSP who are boasting growth year on year. Looking for a Service Desk Manager who can improve the operational performance of a team of up to 7 Line Engineers. The Service Desk covers multiple technology stacks, including Cisco, Network Security, and Cloud Services. Your primary responsibility will be to ensure the smooth operation and continuous improvement of the Service Desk, delivering exceptional customer service and technical support to our clients.

Knowledge & Experience

• Team Leadership experience in a technical operations environment
• Good knowledge of ServiceNow
• Strong interpersonal and communication skills – presentation, written and verbal.
• Technical acumen in an operations environment
• ITIL preference
• Able to communicate and collaborate at senior levels
• Be part of the on-call Team on a rota system

Key Responsibilities:

Leadership and Management

• Lead a team of Service Desk engineers to deliver a strong customer experience
• Conduct regular performance reviews
• Able and experienced in motivating and managing teams effectively.
• Foster a positive and collaborative work environment
• Work with other areas of the business to establish the Service Desk as a cornerstone of the value proposition

Service Desk Operations

• Oversee the day-to-day operations of the 24/7 Service Desk
• Monitor and manage service desk performance metrics
• Develop and implement processes and procedures to enhance team productivity
• Be the escalation point for the Service Desk for Incident and Major Incident management
• Lead the onboarding of new Managed Services customers.