IT Service Desk Manager

6 days ago


ClactononSea, Essex, United Kingdom In Technology Group Full time
Service Desk Manager
**Job Summary**
In Technology Group Ltd is seeking an experienced Service Desk Manager to oversee the daily operations of the service desk team, ensuring efficient and high-quality IT support for clients. This role involves managing a team of technicians, handling escalations, maintaining SLAs, and creating processes to improve service delivery.
**Key Responsibilities:**
* Lead and manage the service desk team, providing guidance, training, and performance evaluations.
* Ensure timely resolution of client issues and adherence to SLAs.
* Handle escalations and complex technical issues, coordinating with other teams as needed.
* Monitor and report on service desk performance, implementing improvements as necessary.
* Develop and maintain documentation, procedures, and knowledge bases.
* Collaborate with account managers to understand client needs and ensure customer satisfaction.
* Stay updated on industry trends and technologies to continuously enhance service desk operations.
**Requirements:**
* Management and/or Senior IT experience
* Excellent organizational skills
* Adhering to SLAs/KIPs (response time)
* Good understanding of Microsoft products (e.g., M365, Active Directory)
**About the Role**
This is an ideal opportunity for a Senior Engineer looking to take the next step in their career or a well-organized Service Desk/Helpdesk Team Lead.

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