IT Service Desk Manager
1 month ago
IT Service Desk Manager
**Job Summary**
We are seeking an experienced IT Service Desk Manager to lead our Service Desk team in delivering exceptional IT support services to our customers. As a key member of our IT Services Division, you will be responsible for managing and owning the Service Desk function, ensuring the performance of IT support services meets contractually agreed metrics.
**Key Responsibilities**
* Manage and own the Service Desk function, ensuring excellent service delivery to customers
* 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
* Ensure the performance of IT support services meets contractually agreed metrics
**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
**What We Offer**
* Amazing benefits
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