Service Desk Manager — People & Growth Leader

Crg Tec; Lancashire; Sur place; GBP 40 000 - 45 000; Plein temps

Avantages offerts par ce poste

Solid benefits

Résumé du poste

Crg Tec is seeking a Service Desk Manager in the Preston area to lead a 1st Line team of seven engineers. The role focuses on mentoring, developing junior engineers and improving service delivery within a growing MSP.

You will manage performance metrics, escalate complex issues, and work with wider technical teams to ensure high-quality support for customers, with a strong emphasis on people development and process improvement.

Qualifications

• Experience leading a service desk or MSP team
• Strong mentoring and coaching skills
• Solid knowledge of Microsoft 365 and Windows
• Good understanding of networking and general IT support
• Customer-focused with ability to manage SLAs and KPIs

Responsabilités

• Lead and develop a 1st Line team of ~7 engineers, including apprentices
• Act as escalation point for tricky issues
• Monitor ticket volumes, SLAs and recurring problems
• Analyze desk performance and drive continuous improvements
• Collaborate with wider technical teams to ensure quality service

Connaissances

People management

Mentoring

MS 365

Windows

Networking

IT support

Outils

Microsoft 365

Windows

Networking

Description du poste

Crg Tec is seeking a Service Desk Manager in the Preston area to lead a 1st Line team of seven engineers. The role focuses on mentoring, developing junior engineers and improving service delivery within a growing MSP.

You will manage performance metrics, escalate complex issues, and work with wider technical teams to ensure high-quality support for customers, with a strong emphasis on people development and process improvement.