Service Desk Manager
6 days ago
My clients are a growing IT managed service provider (MSP) who support over 300 clients with their IT & Telecoms services, along with providing guidance, consultancy, and IT project support.
They have a great opportunity for the right individual to join their growing business as the IT Support Team Manager.
Working alongside the leadership team, you will be managing the support team on a day-to-day basis ensure we consistently deliver excellent support and service to their clients, helping to ensure both individual and team SLAs are met.
Implement and manage a team structure and culture that always promotes service excellence
# Provide reports on team/company performance where required
# Ensure your team always present the company professionally, ensuring their customers experience is always a positive one
Ensure the support team:
# respond to all assigned customer tickets within SLA, make and receive calls to customers, update the necessary internal CRM/ticket system and supplier systems where necessary
# Ensure billing is up to date & accurate with our billing platform partners
# Where necessary, order/provision/configure new services for customers
# Ensure all IT support customers are fully always monitored
# A proven track record in managing teams in a support environment
# Customer service background and a drive to deliver great support to our clients
# A drive to succeed and develop in a fast-growing IT business
# Essential Technical Skills Are Experience of Microsoft Products
# Networking experience
# You should be used to working to agreed deadlines, be methodical & organised, and have excellent time management and attention to detail.
The standard working hours are Monday - Friday, 08:30 - 17:30
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