IT Service Delivery Manager
£40,000 - £45,000 per annum
Bracknell
We are looking for an IT Service Delivery Manager to oversee the Service Desk operations for our client's IT Team.
They are a small and friendly team and in this role you will be supervising their IT Engineers. You will engage directly with their customers both on and off-site, to thrive in this role, you must have the technical and managerial experience but there is a massive focus on soft skills.
You will have previous experience of managing a small team within an IT environment, preferably within an MSP operation.
The role will involve ensuring prompt and effective handling of incidents and service requests, from initial response to resolution. Monitoring service desk metrics allowing for swift intervention in case of deviations from SLAs and quality standards. Coordinating issue troubleshooting and timely escalation, as needed, ensuring smooth IT support for all our customers.
You will be overseeing IT projects, managing asset lists, stock levels, software licenses and maintaining up-to-date IT documentation and knowledge base contributions to ensure a well-functioning IT environment.
The Ideal Candidate will have the below soft skills:
- Strong communication and customer service skills
- A good work ethic and level of professionalism is essential
- A desire to develop your skills is required
- Strong organisational skills
- Good attention to detail
- Critical thinking
- A strong business acumen
- Supporting, appraising, developing and coaching the team of engineers
- Building team spirit and motivating team members
The key Technical Skills and Experience needed are:
- Experience of leading an IT service delivery team and sound knowledge of problem management and incident management processes
- A technical background is essential, our client will need you to have a good understanding of relevant technologies such as Windows Operating Environment, Cloud Services, Virtualisation, Hosting, Networking, Storage
- Ideally you will have worked within an MSP environment before and will not be phased by working on different systems across our customers products
- Excellent communication skills (written and verbal) to complement technical proficiency, facilitating effective collaboration and problem-solving
- Monitoring trends and analysing data within the team to identify issues, resolve and suggest measures to be put in place for long-term resolution
- Instilling rigorous practices within the technical team, ensuring complete and accurate logging of all calls and incidents. Ensuring compliance with ISO: 27001. Conducting evaluations on core metrics such as logged calls and resolution times
- Being the escalation point for the IT engineers
- Managing and coordinating urgent and complicated support issues
- Responsibility for process and service improvements
- Working closely with the CEO and the Finance team to ensure exceptional customer service and continuously, improve, expand and evolve the business
Our client provides end-to-end IT Solutions and Managed IT Services for small to medium-sized businesses. They provide Consultancy, Installation, and IT Support Services. Their solutions bring together all aspects of IT within a business and are committed to providing exceptional service to all customers. They have a proven track record with a broad range of clients including - Medical, Veterinary, Real Estate, Design & Construction, Finance, Leisure Attractions, Sporting Venues, Retail Outlets, Hospitality, Warehouses and Offices.
You will be based in Bracknell with free onsite parking and easy access to the town centre. Applicants will ideally live within 30 minutes commute of our Bracknell office.
The role will be 5 days per week with a working day of 8.5 hours including lunch.