Senior Service Desk Manager

4 weeks ago

Prescot, Knowsley, United Kingdom Ascent People Careers Full time
Senior Service Desk Technician

Ascent People Careers is seeking a highly skilled Senior Service Desk Technician to join our team in Liverpool. This is a full-time office-based role that requires a strong technical background and excellent leadership skills.

Key Responsibilities:

  • Supervise and mentor junior Service Desk staff to ensure high-quality technical support.
  • Manage the IT support queue and provide guidance to technicians to resolve complex issues.
  • Monitor Service Level Agreements (SLAs) and escalate issues to ensure timely resolution.
  • Support the Service Desk Manager in metrics reporting and distribution.
  • Provide coverage for the Service Desk Manager during leave and maintain the on-call rota.
  • Participate in incident, problem, and change management processes to ensure seamless service delivery.
  • Analyze trends to prevent recurring issues and gather user feedback to improve services.
  • Ensure compliance with policies and procedures to maintain a high level of service quality.

Required Experience:

  • At least 1 year of experience in a team leader role.
  • 3+ years of experience as a Service Desk Technician with a strong technical background.
  • Excellent problem-solving and communication skills to effectively manage the Service Desk team.
  • Experience with ITIL framework and ITSM systems to ensure efficient service delivery.
  • Proficiency in tools like Asana, Google Apps, and ITSM software to streamline processes.
  • Ability to work autonomously and think innovatively to resolve complex issues.
  • Experience in stakeholder management and facilitating meetings to ensure effective communication.

This is an excellent opportunity for an experienced Service Desk Technician to advance into a leadership position and take on new challenges. If you are a motivated and skilled individual with a passion for technical support, we encourage you to apply for this role.

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