Senior Service Desk Manager

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Senior Service Desk Manager - Up to 75K - Hybrid - Central London

An exciting new opportunity has become available for a Service Desk Manager within a Microsoft Gold Partnered Managed Service Provider (MSP) in Farringdon, London.

We are looking for enthusiastic, passionate Service Desk Manager to join a forward thinking and growing MSP. There is ample opportunity for career progression with the company thriving and experiencing a 50% expansion over the last 18 months.

Hybrid working is encouraged with the position with a 3/2 split. The role would suit an established Service Desk Manager, Senior Service Desk Manager or Head of Service / IT Support. The position incorporates leading a team of 25 1st, 2nd and 3rd line IT Support Engineers within an ITIL environment.

Service Desk Manager Experience:

* 5+ years lead or management experience in an IT Managed Services environment
* Flexible and helpful attitude. In particular, the ability to empathise with IT Service
Desk customers and respond sensitively to their problems, requests and
complaints.
* Excellent trouble-shooting skills with a broad range of technical knowledge
* The ability to lead and motivate a highly productive Service Desk team in a
fast paced environment
* ITIL v3/4 Foundation qualification
* Manage the day-to-day service desk environment to ensure that the procedures, process and working practices are followed.
* Act as the first point of escalation for all customer incident requests and problem ticket issues
* Provide input to the Service Desk toolset (LogMeIn and Fresh Desk) to ensure it meets the requirement our business.
* Effective resource and task management to ensure guaranteed cover to the business
* Responsible for the on-call contact centre and shift rotas
* Identify and manage service improvement opportunities.
* Ensure continuous service improvement is embedded in the culture and working practices of the Service Desk
* Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored and reported on and communicated to customers
* Ensure major incident response procedures have been identified, documented
and maintained and that Service Desk staff have been trained on these
procedures
* Manage, monitor and report on the services and service levels required to
support and deliver the Service Desk environment
* Deliver effective performance management to ensure that each member of the team is able to provide the best level of customer service
* Train, coach and mentor Service Desk Specialists including career development
* Manage the performance of all direct reports using regular appraisals, objective
setting, training, development and 1-1s

They are a big believer in sharing thoughts and encouraging and supporting innovation and creativity. The environment is relaxed yet professional, gone are the days of a corporate rigid structure and you will be given flexibility.

The IT Service Desk Manager will be a natural motivator with fantastic communication skills and have prior experience within a MSP environment. The successful Service Desk Manager will be given the freedom and flexibility to implement their own ideas and strategy supported by the senior team.

Apply now for immediate consideration for this Service Desk Manager position or contact George Harvey at ITSS Recruitment for further details