Helpdesk Operations Supervisor

3 weeks ago

London, Greater London, United Kingdom Middle Recruitment Full time

IT Service Desk Operations Manager

Competitive Salary

Location: London

Middle Recruitment is collaborating with a dynamic and established Managed Service Provider (MSP) in London to recruit an IT Service Desk Operations Manager. This position is ideal for an experienced technician aspiring to transition into a leadership role.

Key Responsibilities:

In this role, you will oversee a team of approximately 10 technical support engineers, providing third-line escalation support within the managed services division. You will be responsible for assisting around 2,000 end-user clients with their daily IT support needs while also engaging in various projects, including site relocations, server installations and upgrades, hardware refresh initiatives, and more.

Essential Qualifications:

  • Proficiency in O365, SharePoint, Exchange, and Azure Active Directory.
  • Strong diagnostic and troubleshooting skills for customer issues in a high-volume environment – managing around 100 tickets daily.
  • Excellent organizational abilities – overseeing offsite engineers' schedules, training team members, and prioritizing tasks effectively.
  • Solid hardware knowledge and troubleshooting capabilities.
  • Familiarity with Autotask ticketing systems is preferred.
  • Understanding of networking principles and protocols, including routers, switches, connectivity, and VLANs.
  • Experience with telephony systems.
  • Knowledge of Mobile Device Management (MDM) solutions such as Intune, JAMF, or AirWatch.

If you believe this opportunity aligns with your career goals, we encourage you to submit your CV.

Middle Recruitment Limited is committed to promoting equal opportunities in employment. We provide equal employment opportunities regardless of ethnic origin, gender, nationality, religion, physical ability, sexual orientation, marital status, parental status, or medical history.

Keywords: 3rd Line Engineer, Senior IT Engineer, Senior IT Project Engineer, Senior 3rd Line Engineer, Senior Service Desk Engineer, 2nd Line Engineer, IT Support Engineer, IT Engineer, MSP Engineer, Helpdesk Manager, IT Services Manager, IT Service Desk Lead, Service Desk Lead, IT Helpdesk Manager.

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