Service Desk Manager/Team Leader

TSR Select; Camberley; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Managed Service Provider in Camberley is seeking a Service Desk Manager/Team Leader to oversee a 20-engineer team. The role is hybrid, requiring three days in the office.

You will lead, mentor, and coach the service desk, ensuring SLA/KPI targets are met while driving ITIL process improvements and effective incident management. Collaboration with stakeholders and maintaining high-quality documentation are essential.

Qualifications

• Lead and develop a 20-engineer service desk team with coaching and performance reviews.
• Oversee service desk operations to achieve SLAs and KPIs.
• Own incident and request management and escalation handling.
• Drive ITIL process improvements across Problem, Change, and Asset management.

Responsibilities

• Team Leadership: Manage, mentor, and train technical support staff, including hiring and performance evaluation.
• Operational Management: Oversee day-to-day service desk operations, ensuring SLAs and KPIs are met or exceeded.
• Incident & Request Management: Manage the queue of requests, ensuring timely, efficient resolution of IT issues.
• Process Improvement: Identify trends in incident data to reduce call volumes and implement improvements in ITIL processes (Problem, Change, Asset).
• Stakeholder Management: Act as a key contact for users and internal stakeholders, managing escalations effectively.
• Documentation & Tools: Maintain the Knowledge Base, ticketing system, and documentation standards.

Skills

Team Leadership

Stakeholder Management

Incident & Request Management

ITIL Process Improvement

Tools

MS 365

Azure

Active Directory

Networking (Firewalls, LAN/WAN, VPN)

Backup & DR

Virtualisation

Server Hardware

Storage Hardware

Endpoint Hardware

Job description

Role: Service Desk Manager/Team Leader - 20 Engineers

Company: Managed Service Provider

Location: Camberley (Hybrid) - 3 days in the office

• Team Leadership: Manage, mentor, and train technical support staff, including hiring and performance evaluation.
• Operational Management: Oversee day-to-day service desk operations, ensuring SLAs and KPIs are met or exceeded.
• Incident & Request Management: Manage the queue of requests, ensuring timely, efficient resolution of IT issues.
• Process Improvement: Identify trends in incident data to reduce call volumes and implement improvements in ITIL processes (Problem, Change, Asset).
• Stakeholder Management: Act as a key contact for users and internal stakeholders, managing escalations effectively.
• Documentation & Tools: Maintain the Knowledge Base, ticketing system, and documentation standards.
• Tech stack – MS 365, Azure, AD, Networking (Firewalls, LAN/WAN and VPNs), Managed Services, Backup, DR, Virtualisation, Server, Storage and Endpoint hardware.