Service Desk Manager - £40,000 - £45,000 + Bonus - Networking/Cloud - Hybrid/Bracknell

ZipRecruiter; Bracknell; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

Join a forward-thinking Managed Service Provider as a Service Desk Manager and lead a dynamic team to enhance operational performance. In this hybrid role, you will ensure exceptional customer service while overseeing a diverse technology stack, including networking and cloud services. Your leadership will foster a collaborative work environment, driving continuous improvement and delivering top-notch technical support. This is an exciting opportunity to make a significant impact in a rapidly growing company that values innovation and excellence.

Qualifications

• Experience leading teams in a technical operations environment.
• Strong communication skills for effective collaboration.

Responsibilities

• Lead a team of Service Desk engineers to ensure excellent customer service.
• Oversee the operations of a 24/7 Service Desk and manage performance metrics.

Skills

Team leadership in technical operations

Knowledge of ServiceNow

Interpersonal and communication skills

Technical acumen

ITIL certification

Excel proficiency

Job description

Job Description

Service Desk Manager - £40,000 - £45,000 + 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 looking for 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 is 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 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
• Serve as the escalation point for Incident and Major Incident management
• Lead the onboarding of new Managed Services customers