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. 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.
This role offers the chance to showcase your interpersonal, analytical, and service delivery skills as you help implement Continual Service Improvement plans at a large charity. You will have the opportunity to work closely with clients to positively impact their IT Service Delivery, and your experience in excellent customer service and customer rapport building will be invaluable in this role.
Key responsibilities include:
- Leading and managing the Service Desk team to ensure excellent customer service and adherence to SLA
- Working closely with Service Delivery colleagues on continual improvements and implementing Continual Service Improvement plans
- Coordinating Major Incident responses and feeding into Problem Management
- Helping to improve knowledgebase and documentation maintenance
Requirements:
- Experience as a Service Desk Manager, working within the ITIL framework
- Excellent customer service and customer rapport building skills
- Ability to demonstrate tangible improvement progress through documented reports and stakeholder management
- Project/programme management experience is advantageous
Smartdesc is a dynamic and supportive work environment that offers a range of benefits, including structured Professional Development Plans, access to market-leading e-Learning and certifications, and a flat management structure without internal politics. If you are passionate about technology and customer service, and are excited by the prospect of working closely with clients to positively impact their IT Service Delivery, we encourage you to apply for this exciting opportunity.
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