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Service Desk Manager

2 months ago

ClactononSea, United Kingdom In Technology Group Full time

Job Title: Service Desk Manager - ITIL Expert

Job Summary:

We are seeking an experienced Service Desk Manager to join our team at In Technology Group Ltd. As a Service Desk Manager, you will be responsible for overseeing the daily operations of the service desk team, ensuring efficient and high-quality IT support for our clients.

Key Responsibilities:

  • Lead and manage the service desk team, providing guidance, training, and performance evaluations.
  • Ensure timely resolution of client issues and adherence to Service Level Agreements (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 Us:

In Technology Group Ltd is a well-established Managed Service Provider looking for an experienced Service Desk Manager to join their team on a full-time basis.