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IT Service Desk Manager
3 months ago
Due to our impressive consistent growth within the IT & Telecoms sector, we have an exciting opportunity for an IT Service Desk Manager to oversee and manage our IT Support team.
The ideal candidate will have extensive experience in managing IT service Desk teams within an MSP environment, a strong understanding of client needs, and the ability to lead a team to deliver high-quality IT services.
Where? Join our Service Delivery TeamYou will be responsible for:
Managing a team of approx.
8 (1st – 3rd line IT technicians) including hiring, training, and performance managementnEnsuring engineering resources working on Technical Support are working at optimum levels of performance with sufficient skilled resource available to adhere to contract SLAnQuality checking technical support queues/callsnMaintaining a deep understanding of our IT solutions and ensure the team stays current with the latest technologies and industry trends relevant to client needsnHandling and overseeing the escalation of complex issues, ensuring appropriate resolutions are achievednOverseeing routine system maintenance, including updates and backupsnOverseeing the delivery of IT Support to clients, ensuring high levels of customer satisfaction.
Managing ticket queues and escalationsnOverseeing Technical Support work queue and liaise with Field Support, Networks, Project Managers to assist when Technical Support require on site visitsnAdhering to ITIL best practice where possiblenWorking closely with the Head of Technical Services and provide Bi-Monthly reporting on SLA and team performanceSalary £45-£50k DOEn25 Days Holiday + 8 Bank HolidaysnOptional Hybrid working (3 days in Reigate)
Other organisations may call this role IT Helpdesk Manager, IT Helpdesk Team Leader, or IT service Desk team Leader
Who? are we looking for?
We are seeking an IT Service Desk Manager with:
Minimum 4 years in delivering IT technical services / team Leader / Manager within an MSP organisationnExperience: Minimum 4 years in desktop support and 2 years in IT infrastructure rolesnExpertise in Microsoft environments, cybersecurity, and vendor management
nMicrosoft 365 Certified:
Fundamentals (MS-900)
nMicrosoft 365 Certified:
Modern Desktop Administrator Associate (MD-100 & MD-101 or MD-102)n
Microsoft Azure Certified:
Fundamentals (AZ-900)n
Microsoft Azure Certified:
Administrator or AVD (AZ-104, AZ-140)nITIL Foundation qualifications would be desirablenExperience building and documenting Processes and workflowsnStrong communication skillsnAbility to communicate verbally and in writing in a professional mannernGood at liaising with other departments and flagging up potential problems
What? can Opus offer you?
Free daily breakfasts in the officenRegular companywide eventsnMonthly 'shining star' employee recognition awardsnPension and life insurancenRefer a friend scheme (£1,000)nMental health, financial and legal supportnTraining and development plansnVarious annual volunteering opportunitiesnOption to buy and sell holidaynEmployee Dream Ball - Quarterly chance to win £2.
Culture is important to us as are our valuesnWork together to win togethernBe brave and think differentlynOwn it and never give upnStrive to be the bestnStay curious and keep learning
Meet Opus
Established in 1992, Opus integrates best of breed solutions, to deliver tailored, managed services to medium and large enterprises from both the private and public sector nationwide.
Our world-class expertise is delivered by our internal teams, while leveraging best of breed technology partners such as Microsoft, Mitel, 8x8, Cirrus, Five9, Gamma where we have achieved platinum partner status.
We deliver outstanding customer experience and are the only MSP to be awarded the Service Mark accreditation from the Institute of Customer Service.
