IT Service Desk Manager
5 days ago
Overview
Xact Placements Limited is seeking an experienced IT Service Desk Manager to lead and manage our client's IT Service Desk. The successful candidate will oversee cloud platforms, IT infrastructure, software, and print devices for internal and external clients, ensuring top-tier service delivery and meeting performance benchmarks.
Key Responsibilities:
- Manage incidents and requests, acting as the escalation point for critical issues.
- Oversee major incidents, change management, and capacity planning.
- Ensure optimal staff availability and performance, aligning with customer needs.
- Build and maintain relationships with key customers, third-party vendors, and internal teams.
- Drive customer onboarding and maximise revenue opportunities.
- Analyse recurring issues and implement proactive solutions.
- Train and mentor the Service Desk team, ensuring adherence to SLAs.
- Monitor KPIs and trends, developing strategies for service improvement.
- Manage communications for outages and emergencies.
Key Relationships:
- Direct reports: Service Desk Team Leaders
Requirements:
- MSP experience
- Team leadership
- ITIL certification (desirable)
- Strong technical skills and ability to manage priorities
What's on offer:
- Competitive salary: £55,000 - £65,000
- 25 days holiday + extra after 5 years
- Life assurance (4x base salary)
- Enhanced maternity/paternity leave
- Employee assistance program, Bike2Work scheme, discounts, and more
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