IT Service Desk Manager
3 days ago
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. As a Service Desk Manager, you will be responsible for leading and managing our client's Service Desk end-to-end, ensuring adherence to their Service Level Agreement (SLA), and working closely with our Service Delivery colleagues on continual improvements.
Key Responsibilities:
- Lead and manage the Service Desk team to deliver exceptional customer service and support
- Oversee daily operations of the Service Desk, ensuring timely and effective issue resolution
- Collaborate with Service Delivery colleagues to identify and implement process improvements
- Develop and maintain knowledgebase and documentation to support Service Desk operations
- Coordinate Major Incident responses and feed into Problem Management
About Smartdesc:
Smartdesc is a dynamic and growing company that provides IT services to non-profit organizations in the UK. We are committed to delivering exceptional service and support to our clients, and we are seeking a talented Service Desk Manager to join our team.
Requirements:
- Experience as a Service Desk Manager or in a similar role
- Knowledge of ITIL framework and service management principles
- Excellent customer service and communication skills
- Ability to work independently and as part of a team
- Strong analytical and problem-solving skills
What We Offer:
At Smartdesc, we offer a competitive salary and benefits package, as well as opportunities for professional development and growth. We are committed to creating a positive and supportive work environment, and we are seeking a talented Service Desk Manager who shares our values and is passionate about delivering exceptional service and support.
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