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IT Service Desk Director

2 months ago

Beckenham, Greater London, United Kingdom vertex-it-solutions Full time

Job Summary:

Vertex IT Solutions is seeking an experienced IT Service Desk Manager to lead our IT Services Division. As a key member of our team, you will be responsible for managing and owning the Service Desk function, ensuring excellent service delivery to our customers.

Key Responsibilities:

  • Manage and own the Service Desk function of the IT Services Division
  • Ensure the performance of IT support services to customers within contractually agreed metrics
  • Work with all departments and 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

Requirements:

Essential:

  • ITIL Foundation accreditation
  • 2-3+ years of Service Desk management experience in a busy MSP environment
  • 5+ years of Support Engineer experience at 1st, 2nd and/or 3rd line support
  • 3+ years' experience in leading a team of technical support engineers, in server, network, and cloud technologies
  • Proven Operational and technical knowledge and experience in Implementing support call resolution and completing known fix / workarounds where appropriate in order to deliver excellence in service levels