Service Desk Manager

InfraView - Specialist Cloud & IT Infrastructure Technology Recruitment; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Join a dynamic and rapidly growing Managed Service Provider as a Service Centre Manager, where your leadership will drive operational excellence and customer satisfaction. In this pivotal role, you will oversee a team of skilled engineers, ensuring the delivery of top-notch technical support across various technology stacks, including Cisco and Cloud Services. Your expertise in ITIL and team management will be crucial in fostering a collaborative environment and enhancing service delivery. This is an exciting opportunity to make a significant impact in a forward-thinking organization that values innovation and growth.

Qualifications

• Experience leading teams in a technical operations environment.
• Strong knowledge of ITIL processes and Cisco/Azure support.

Responsibilities

• Lead a team to deliver exceptional customer service.
• Monitor service desk performance and implement improvements.

Skills

Team Leadership

ITIL Knowledge

Technical Acumen

Cisco Support

Microsoft Azure Management

Communication Skills

ITSM Tooling Experience

Job description

Get AI-powered advice on this job and more exclusive features.

InfraView - Specialist Cloud & IT Infrastructure Technology Recruitment

Are you a true leader looking for an opportunity to make a positive impact with a busy 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 Cisco Gold Partner, multi-award winning, forward-thinking MSP who are boasting growth year on year, you will be a Service Centre Manager who can improve the operational performance of a team of up to 20 1st & 2nd Line Engineers. The Service Centre covers multiple technology stacks, including Cisco UC Collaboration, Cisco Network Security, and Cloud Services. Your primary responsibility will be to ensure the smooth operation and continuous improvement of the Service Centre, delivering exceptional customer service and technical support to our clients.

Knowledge & Experience

• Team Leadership experience in a technical operations environment
• Strong knowledge of ITIL - Incident, Problem, Change, Event, Knowledge, Asset & Configuration Management
• Technical acumen in an operations environment
• Background of supporting/managing Cisco and/or Microsoft Azure estates is required
• Able to communicate and collaborate at senior levels
• Experience of mature ITSM and Observability tooling

Key Responsibilities:

Leadership and Management

• Lead a team of service centre engineers to deliver a strong customer experience
• Conduct regular performance reviews
• Identify training needs to support team development
• Foster a positive and collaborative work environment
• Work with other areas of the business to establish the Service Centre as a cornerstone of the value proposition
• Oversee the day-to-day operations of the 24/7 Service Center
• Monitor and manage service desk performance metrics
• Develop and implement processes and procedures to enhance team productivity
• Be the escalation point for the Service Centre for Incident and Major Incident management
• Lead the onboarding of new Managed Services customers

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting