IT Service Desk Manager
4 weeks ago
Service Desk Manager Opportunity
We are seeking a skilled Service Desk Manager to join our team at Smartdesc, a leading IT Managed Service Provider (MSP) serving the UK non-profit sector.
About the Role
This is a customer-facing position, requiring strong interpersonal and analytical skills to lead and manage the Service Desk end-to-end, ensuring adherence to Service Level Agreements (SLAs) and working closely with Service Delivery colleagues on continual improvements.
Key Responsibilities
- Oversee daily operation of the Service Desk, ensuring timely and effective resolution of customer issues.
- Manage the Service Desk team, providing guidance and support to ensure excellent customer service.
- Work closely with Service Delivery colleagues to implement Continual Service Improvement plans, improving knowledgebase and documentation maintenance.
- Coordinate Major Incident responses and feed into Problem Management.
- Develop and maintain strong relationships with clients, understanding their needs and expectations.
Requirements
- Experience as a Service Desk Manager, working within the ITIL framework.
- Excellent customer service and customer rapport building skills.
- Ability to work within the not-for-profit sector, understanding the needs of charities and social enterprises.
- Strong technical and service delivery skills, with experience in working with technical and non-technical business personnel.
- Ability to demonstrate tangible improvement progress, through documented reports and stakeholder management.
About Smartdesc
Smartdesc is a leading IT MSP, focused on providing non-profits with the technology, tools, direction, and support they need to fulfill their goals. We work with national household names, social enterprises, and public-sector bodies, providing IT services including IT strategy, cyber security, helpdesk support, project and programme management.
What We Offer
- A flat management structure without internal politics, allowing staff to work with a high degree of freedom.
- Structured Professional Development Plans, access to market-leading e-Learning and certifications, and paid-for certifications to support your development.
- A diverse range of cutting-edge technologies and systems, with opportunities for growth and professional development.
Join Our Team
At Smartdesc, we value our employees and offer a supportive and inclusive work environment. If you are a motivated and experienced Service Desk Manager looking for a new challenge, please apply today.
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