The Service Desk Manager is responsible for overseeing the Service Desk Team and their day-to-day delivery of customer support. The role will not be hands-on however a strong technical awareness is mandatory.
Your Responsibilities
1. Lead, coach, and develop the service desk team, including task assignment and performance management.
2. Oversee the efficient management of all incidents and service requests, ensuring they are correctly logged, prioritised, and resolved within agreed Service Level Agreements (SLAs).
3. Plan and allocate resources to guarantee appropriate coverage, including out-of-hours support.
4. Serve as the main escalation contact for complex or high-priority issues.
5. Review and refine service desk processes, introduce new approaches where needed, and maintain the client knowledge base to drive efficiency and enhance service quality.
6. Track KPIs, analyse ticket patterns and trends, and provide reports, insights, and recommendations to senior management.
Your Skills and Qualifications
7. At least 3–5 years in IT service management, including a minimum of 2–3 years in a supervisory or leadership capacity. Previous experience within a Managed Service Provider environment is highly reccomended.
8. Solid understanding of IT infrastructures, including Microsoft 365, Active Directory, cloud platforms (AWS, Azure), networking fundamentals, and hands-on experience with RMM (Remote Monitoring and Management) and PSA (Professional Services Automation) tools.
9. Strong leadership, communication, and interpersonal skills, coupled with robust analytical and problem-solving capabilities and a clear customer-focused mindset.
10. Relevant certifications such as ITIL and comprehensive knowledge of ISO standards and processes (20000-1 and 27001).
Please APPLY directly or contact me for further info on sarao@therecruitmentcompany.com / 016917002