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Service Desk Manager
2 months ago
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
___________________________________________________________________________________
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
