IT Service Desk Manager

1 day ago


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

Job 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

Key Responsibilities:

  • Manage and optimize the Service Desk function to meet business objectives
  • Develop and implement strategies to improve IT support services and customer satisfaction
  • Lead and motivate a high-performing team of IT Engineers to deliver exceptional service
  • Collaborate with cross-functional teams to ensure seamless service delivery and customer satisfaction
  • Monitor and report on key performance indicators (KPIs) to measure service desk performance

Requirements:

  • 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
  • Excellent customer service, communication, and team leadership skills
  • Experienced in a high-performing, multi-million-pound business
  • Broad knowledge of emerging IT systems and technologies
  • Experienced in designing and improving ITIL v3 Service Delivery processes

Desirable Qualifications:

  • ITIL Practitioner qualified accreditation ITIL-MP, ITIL Master
  • Advanced Windows Server, Cloud and networking technical support and project experience
  • ISO 27001 understanding at an operational level
  • ITIL v3 Service Delivery qualifications in detailed knowledge of
  • Project Management skills. Prince2, PMBOX, PMP, PMI
  • Strong desire to succeed and develop, and maintain at highly performing team
  • Ability to communicate technically to non-technical audiences

What We Offer:

Vertex IT Solutions offers a competitive salary and benefits package, as well as opportunities for career growth and professional development.



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