Job Title: IT Service Desk Manager
Location: Hybrid (Home-Based with Travel to Customer Sites)
Salary: £40,000 - £50,000
Employment Type: Full-Time / Permanent
Benefits:
- Work phone and IT equipment provided (laptop, screens, etc.)
- Workplace pension
- 20 days holiday + UK bank holidays
- Evening and weekend overtime available
- Comprehensive industry training and certification
About Our Client:
They are a dynamic and forward-thinking IT service company dedicated to delivering exceptional technical support and solutions to their clients. As they expand, they are seeking a motivated and experienced Service Desk Manager to join their team. This role is pivotal in driving their service management, client relations, and continuous improvement initiatives.
Role Overview:
As a Service Desk Manager, you will be responsible for leading their technical support team, managing client relations, and ensuring the delivery of high-quality services. You will work closely with senior management to grow the company and the technical team, and you will have the opportunity to work hands-on with clients, implementing new technologies and systems.
Key Responsibilities:
- Service Management:
Oversee the day-to-day operations of the service desk, ensuring timely and efficient resolution of client issues. Set and maintain high standards for quality work, response time, and overall client satisfaction. Develop and implement best practices and processes for issue tracking, escalation and resolution.
- Team Leadership:
Lead, mentor, and coach the IT support team, setting clear performance expectations. Conduct regular team meetings and one to one review to monitor progress and drive performance. Assist with recruitment, training and onboarding of new team members.
- Client Relations:
Serve as the primary point of escalation for critical client issues, ensuring effective and timely communication. Build and maintain strong relationships with key client contacts. Collaborate with the sales and account management teams to ensure customer needs are met and to identify opportunities for expanded service offerings.
- Performance Metrics and Reporting:
Monitor and report on key performance metrics, including ticket resolution times, client satisfaction, and team productivity. Regularly review and analyse support desk metrics to identify areas for improvement.
- Continuous Improvement:
Stay updated with the latest IT trends and emerging technologies. Advocate for and implement new tools and technologies to enhance support desk efficiency and effectiveness. Drive initiatives to improve workflows, procedures, and overall service delivery.
- Budgeting and Resource Management:
Assist in the development of the IT support desk budget, ensuring cost efficiency and optimal resource allocation. Monitor and manage software licenses, hardware inventory and other related resources.
- Client Onboarding:
Develop and refine the client onboarding process. Work directly with new clients to understand their IT infrastructure, support needs and business objectives. Coordinate with technical and account management teams, SLAs, and establish clear communication protocols. Ensure the IT support team is fully briefed on new client systems and requirements. Monitor the initial service period closely, adjust resources and processes as necessary, ensure compliance with agreed-upon service levels.
What They Offer:
- A competitive salary of £40,000 - £50,000
- The flexibility of a home-based role with required travel to customer sites
- The opportunity to work directly with senior management
- First-hand experience with new technology and systems
- Industry-leading training and certification programs
Ideal Candidate Profile:
- Experience:
Proven experience in a 2nd line technical support role with 5 years' experience of IT support.
- Management Skills:
Demonstrated ability to lead and manage a team, with a strong focus on customer service and attention to detail.
- Communication:
Excellent communication skills, both verbal and written, with the ability to convey technical information clearly to clients and team members.
- Technical Proficiency:
Solid understanding of current IT technologies in particular ITIL or other service management frameworks, with excellent problem-solving skills. Familiarity with common IT support tools, ticketing systems and remote monitoring and management platforms.
- Customer-Centric:
A proactive and client-focused approach, with a commitment to providing exceptional service.
How to Apply
Join our client in delivering top-tier IT services and be part of a team that values innovation, collaboration, and professional growth. If you are a driven and experienced Service Desk Manager looking for a new challenge, they would love to hear from you. Apply now and take your career to the next level!