Technical Support Operations Manager

4 weeks ago

London, Greater London, United Kingdom Middle Recruitment Full time

IT Support Desk Leader

Competitive Salary

Location: London

Middle Recruitment is collaborating with a dynamic and established Managed Service Provider (MSP) located in London to recruit an experienced IT Support Desk Leader. This position is ideal for a seasoned technician ready to transition into a leadership role.

Position Overview:

In this role, you will oversee a team of approximately 10 technical support engineers, providing third-line escalation support within the managed services framework. You will be responsible for assisting around 2,000 end-user clients with their daily IT support needs while engaging in various projects, including site relocations, server installations and upgrades, hardware refresh initiatives, and more.

Key Responsibilities:

  • Manage and mentor a team of engineers, ensuring effective support delivery.
  • Provide third-line support and troubleshooting for complex technical issues.
  • Coordinate offsite engineers' schedules, including holiday coverage and training.
  • Maintain a high level of customer satisfaction through effective issue resolution.
  • Oversee ticket management and ensure timely responses to support requests.

Essential Skills:

  • Proficiency in O365, SharePoint, Exchange, and Azure Active Directory.
  • Strong problem-solving abilities in a fast-paced environment, handling a high volume of support tickets.
  • Excellent organizational skills for managing team operations and priorities.
  • Solid understanding of hardware troubleshooting and support.
  • Familiarity with Autotask ticketing systems is advantageous.
  • Knowledge of networking principles, including routers, switches, and VLANs.
  • Experience with telephony systems.
  • Familiarity with Mobile Device Management (MDM) solutions such as Intune, JAMF, or AirWatch.

If you believe this opportunity aligns with your career aspirations, we encourage you to submit your CV for consideration.

Middle Recruitment Limited is committed to promoting equal employment opportunities for all individuals, regardless of ethnic origin, gender, nationality, religion, physical ability, sexual orientation, marital status, parental status, or medical history.

Relevant job titles include: 3rd Line Engineer, Senior IT Engineer, Senior IT Project Engineer, Senior Service Desk Engineer, 2nd Line Engineer, IT Support Engineer, IT Engineer, MSP Engineer, Helpdesk Manager, IT Services Manager, IT Service Desk Lead, Service Desk Lead, IT Helpdesk Manager.

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