Service Desk Manager

Air IT Limited; Milton Keynes; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic Service Desk Manager to lead a high-performing team in delivering exceptional customer service. This role involves motivating the service desk leadership team, ensuring the team is skilled and resourced, and maintaining strong client relationships. You'll be at the forefront of driving service excellence while balancing business targets and profitability. With hybrid working options and a commitment to personal development, this opportunity promises a rewarding career journey in a collaborative and inclusive environment. If you are passionate about service and thrive under pressure, this role is perfect for you.

Benefits

Hybrid working options

25 days annual leave plus bank holidays

Ongoing learning and development opportunities

Cycle to work scheme

Enhanced family leave

Celebration day

Salary sacrifice pension

2 paid volunteer days

Company social events

Life Insurance

Qualifications

• Proven experience in managing and leading a service desk team.
• Strong background in working within an MSP or similar environment.

Responsibilities

• Lead the service desk team to ensure high-performance service delivery.
• Create strong relationships with clients for effective communication.

Skills

Service Desk Management

Customer Engagement

ITIL Certification

Pressure Management

Flexibility

Education

ITIL Certification

Tools

ConnectWise

Job description

Job Title: Service Desk Manager
Location:Thames Valley/Milton Keynes
Reporting to: Head of Service Delivery
Duration: 12 months FTC (Maternity cover)

Purpose:

To lead and motivate the service desk leadership team and, where required, the engineering team to deliver a high-performing service by meeting and exceeding client service commitments and expectations whilst balancing business targets and profitability. To evolve the team for innovative delivery against the developing needs of our clients and provide career pathways for all engineers encouraging personal development.

Duties and Responsibilities:

• Lead the service desk team to deliver a high-performing service focusing on customer engagement
• Ensure the service desk team is appropriately skilled and resourced to deliver now and in the future
• Maximises the performance of team leaders and technical engineers through objective setting, regular 1-2-1’s, encouraging and supporting personal development
• Deliver against service performance measures
• Create strong relationships with clients to ensure effective communication channels are established and maintained
• Provide regular reporting tracking progress against targets
• Set, track and review team leader objectives to achieve service excellence
• Own, maintain and embed service desk procedures
• Work with the project team to ensure new services or new customers or acquisitions are successfully integrated with a positive customer experience
• Act as out-of-hours management escalation process when required
• Maintain information security by complying with the company’s Information Security Management System (ISMS) and all relevant policies

Qualifications, Knowledge and Experience:

• Demonstratable experience managing and leading a Service Desk
• Experience of working within an MSP or similar environment
• Ability to work under pressure
• Flexibility with working hours
• ITIL certified
• Previous technical background
• Current and valid driving licence
• Experience of ConnectWise

The Benefits

Joining Air IT means unlocking a world of perks and opportunities, including:

• Hybrid working options for a better work-life balance
• 25 days annual leave plus bank holidays
• Ongoing learning and development opportunities
• Cycle to work scheme and technology vouchers
• Enhanced family leave
• Celebration day - an additional day off each year to celebrate an occasion important to you
• Salary sacrifice pension
• 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
• Company social events and competitions
• Discount and Cashback Scheme
• Group Income Protection
• Life Insurance
• EAP and Virtual GP Service

Join Us Today

If you are passionate about providing exceptional customer service and thrive in a fast-paced, collaborative environment, we want to hear from you! Apply now to embark on a rewarding career journey with us.

At Air IT, we're committed to fostering an inclusive and diverse workplace where everyone thrives. We believe in providing equal opportunities for all, so let us know if you need any reasonable adjustments during the recruitment process.