Title: IT Service Desk Manager
Location: Office based - Principal location Kent but may be required to work at other company customer sites.
Reporting to: Service Operations Manager
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Role:
- To manage and own the Service Desk function of the IT Services Division within the Company
- To ensure the performance of IT support services to customers within contractually agreed metrics
- Work with all departments, and all customers on a personal basis, to ensure excellent service delivery
- Responsible and accountable for the daily operational running of the service desk team of approximately 10 Engineers
Skills, Knowledge and Experience:
Essential:
- ITIL Foundation accredited
- 2+ years managing a Service Desk in a busy MSP environment
- 5+ years of Support Engineer experience across various levels
- 3+ years leading a team in server, network, and cloud technologies
- Strong operational knowledge in implementing support call resolution and delivering excellent service
- Strategic understanding of ITIL processes to enhance IT department efficiency
- Proven experience in delivering ITIL Service Desk objectives and managing service levels
- Excellent customer service, communication, and team leadership skills
- Experienced in a high-performing, multi-million-pound business
- Broad knowledge of emerging IT systems and technologies
- Experienced in designing and improving ITIL v3 Service Delivery processes
Desirable:
- ITIL Practitioner qualified accreditation ITIL-MP, ITIL Master
- Advanced Windows Server, Cloud and networking technical support and project experience
- ISO 27001 understanding at an operational level
- ITIL v3 Service Delivery qualifications in detailed knowledge of
- Project Management skills. Prince2, PMBOX, PMP, PMI
- Strong desire to succeed and develop, and maintain at highly performing team
- Ability to communicate technically to non-technical audiences
Plus amazing benefits!