Managed Service Support Lead

1 week ago

Chorley, Lancashire, United Kingdom Netcentrix Full time
Job Description

Role: Service Delivery Manager

Salary: Competitive plus benefits

Job Type: Full-time

About the Role:

We are seeking an experienced Service Delivery Manager to lead our Managed Service support desk. The successful candidate will have a proven track record of managing a support team within an IT Managed Service Provider.

Key Responsibilities:

  • Team Management: Manage our 1st, 2nd, and 3rd line support teams, fostering a collaborative, productive, and proactive work environment. Recruit, train, and evaluate team members to ensure a high-quality performance cycle and to enable development and growth.
  • Service Delivery: Ensure our support teams consistently exceed customer expectations, maintain high satisfaction levels, and meet or surpass agreed service level agreements.
  • Managed Service Coordination: Provide comprehensive IT management, ensuring proactive monitoring, maintenance, and support aligned with client agreements.
  • Service Level Agreements (SLAs): Monitor and report on agreed SLAs. Ensure all support activities meet or exceed these agreements, maintaining high standards of service delivery through effective team management.

Requirements:

  • MSP Management Experience: Demonstrated experience and industry expertise in managing a support team within an established IT Managed Service Provider.
  • Technical Proficiency: Solid technical background, with the ability to understand and supervise complex IT environments and support requirements.
  • Customer Focus: Strong commitment to delivering exceptional customer service. Ability to understand client needs and provide tailored solutions focusing on technical evolution and continual improvement.
  • Effective and Proactive Service Delivery: Demonstrable experience in delivering customer-centric processes and SLAs that focus on the efficiency and productivity of the service, with the ability to review and refine proactive continuous improvement to benefit our customers and processes.
  • Communication: Excellent verbal and written communication skills. Ability to effectively convey information to technical and non-technical stakeholders, including employees, customers, and suppliers.

What We Offer:

  • Hybrid Working: Flexible working arrangements to support work-life balance.
  • Enhanced Maternity & Paternity Leave: Comprehensive leave policies to support new parents.
  • Employee Loyalty Rewards: Recognition and rewards for long-service employees.
  • Accredited Investors in People Organisation: Commitment to employee development and growth.
  • Regular Company Events: Opportunities to socialize and engage with colleagues.
  • Plenty of Scope for Progression and Opportunities for Training: Career development opportunities to support growth and advancement.
  • Achievement Celebrations & Rewards: Recognition and rewards for individual and team achievements.
  • 25 Days Holiday + Bank Holidays + 1 Volunteering Day: Generous holiday entitlement and volunteering opportunities.
  • Your Birthday Off: Celebrate your special day with a day off.
  • Medical Schemes and Cycle-to-Work Initiatives: Comprehensive health and wellbeing support.
  • Mental Wellbeing and Financial Wellbeing Support: Support for mental and financial wellbeing.

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