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Help desk/Service Manager

2 months ago

Liverpool, United Kingdom PPM Recruitment Full time

Help desk/Service Manager

£35-38,000 + Benefits

Liverpool.

Our client is a well-established Managed Service Provider looking for an experienced Service Desk Manager to join their team on a full-time onsite basis.

You will be responsible for overseeing the daily operations of the service desk team, ensuring efficient and high-quality support for clients. This role involves managing a team of 2 helpdesk operatives and engineers, handling escalations, maintaining SLAs, and creating processes to improve service delivery. The ideal candidate will have strong leadership skills, a deep understanding of service practices, and experience in managing support in an MSP/facilities environment.

Key Responsibilities:
* Lead and manage the service desk team, providing guidance, training, and performance evaluations.
* Ensure timely resolution of client issues and adherence to SLAs.
* Handle escalations and complex technical issues, coordinating with other teams as needed.
* Monitor and report on service desk performance, implementing improvements as necessary.
* Develop and maintain documentation, procedures, and knowledge bases.
* Collaborate with account managers to understand client needs and ensure customer satisfaction.
* Stay updated on industry trends and technologies to continuously enhance service desk operations.

Key skills:
* Management and/or Senior IT experience
* Excellent organizational skills
* Adhering to SLAs/KIPs (response time)
* Experience of bit change and concept packages.

Please apply now for immediate consideration.

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy