Service Desk Manager (MSP)
About Us:
My client are a leading provider of IT, networking, and telecoms solutions nationwide. With a focus on innovation and customer satisfaction, we serve a diverse range of clients, ensuring their systems are efficient, secure, and optimized for success. We pride ourselves on our commitment to excellence and our dedication to providing top-notch service to our clients.
Position Overview:
We are seeking a skilled Service Desk Manager to join our dynamic team. As a Service Desk Manager, you will be responsible for overseeing our service desk operations, ensuring prompt and effective resolution of technical issues for our clients. This role is crucial in maintaining high levels of customer satisfaction and ensuring that our services align with industry best practices.
Location:
This position can be remote or ideally based near Bournemouth, offering flexibility to suit the candidate's preference.
Responsibilities:
- Manage and lead a team of service desk technicians, providing guidance, training, and support as needed.
- Oversee the day-to-day operations of the service desk, including ticket management, escalation procedures, and performance monitoring.
- Ensure that service level agreements (SLAs) are met or exceeded, maintaining high levels of customer satisfaction.
- Collaborate with other departments to identify and implement process improvements, enhancing the efficiency and effectiveness of our service delivery.
- Act as a point of escalation for complex technical issues, providing expert guidance and support to resolve them in a timely manner.
- Develop and maintain documentation, knowledge base articles, and training materials to support the service desk team.
- Stay up to date with industry trends and technologies, particularly in Microsoft 365 and Azure, to ensure our services remain cutting-edge and competitive.
- Conduct regular performance reviews and provide feedback to team members, fostering a culture of continuous improvement and development.
Qualifications:
- Proven experience in a service desk management role, preferably within a Managed Services Provider (MSP) environment.
- Strong knowledge of Microsoft 365 and Azure platforms, including administration, troubleshooting, and optimization.
- Excellent leadership and team management skills, with the ability to motivate and inspire a team to achieve their goals.
- Exceptional communication skills, both written and verbal, with the ability to interact effectively with clients and internal stakeholders.
- Solid understanding of ITIL framework and best practices.
- Certifications such as ITIL, Microsoft Certified: Azure Administrator Associate, or equivalent, are a plus.
- Bachelor's degree in information technology, Computer Science, or related field (or equivalent work experience).
Benefits:
- £45,000.00 - £50,000.00 Salary
- Remote work options
- Flexible working hours
- 20 days + 8 Bank Holidays
- Professional development opportunities
- Dynamic and collaborative work environment
Join us and be part of a team that is dedicated to delivering outstanding IT services to our clients nationwide! Apply now to embark on an exciting career with this dynamic MSP.