Overview
Lead and manage my client's IT Service Desk, overseeing cloud platforms, IT infrastructure, software, and print devices for internal and external clients. Ensure top-tier service delivery, meeting performance benchmarks, and exceeding customer expectations.
Key Responsibilities
- Oversee incidents and requests, acting as the escalation point for critical issues.
- Manage major incidents, change management, and capacity planning.
- Ensure optimal staff availability and performance, aligning with customer needs.
- Build and maintain relationships with key customers, third-party vendors, and internal teams.
- Drive customer onboarding and maximise revenue opportunities.
- Analyse recurring issues and implement proactive solutions.
- Train and mentor the Service Desk team, ensuring adherence to SLAs.
- Monitor KPIs and trends, developing strategies for service improvement.
- Manage communications for outages and emergencies.
Key Relationships
- Direct reports: Service Desk Team Leaders
Requirements
- MSP experience
- Team leadership
- ITIL certification (desirable)
- Strong technical skills and ability to manage priorities
What's on offer
- £55,000 - £65,000
- 25 days holiday + extra after 5 years
- Life assurance (4x base salary)
- Enhanced maternity/paternity leave
- Employee assistance program, Bike2Work scheme, discounts, and more