Service Desk Manager - GBP40,000 - GBP45,000 + Bonus - Networking/Cloud -

Service Desk Manager - GBP40,000 - GBP45,000 + Bonus - Networking/Cloud - Hybrid/Bracknell

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 that is massively scaling up?

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

Working for a forward-thinking MSP that boasts year-on-year growth, we are seeking a Service Desk Manager to 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 certification preferred
• Ability to communicate and collaborate at senior levels
• Be part of the on-call team on a rota system
• Proficient in Excel

Key Responsibilities

Leadership and Management

• Lead a team of Service Desk engineers to deliver a strong customer experience
• Conduct regular performance reviews
• Motivate and manage teams effectively
• Foster a positive and collaborative work environment
• Collaborate with other business areas to establish the Service Desk as a key part 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 to enhance team productivity
• Serve as the escalation point for Incident and Major Incident management
• Lead the onboarding of new Managed Services customers