Service Desk Team Manager
5 days ago
As a Service Desk Team Manager at Air IT, you will be responsible for leading a team of engineers to deliver high-performing service through meeting and exceeding client service commitments and expectations.
You will support the Service Desk Manager in implementing career pathways for all engineers, encouraging personal development and growth.
The role involves ensuring the team is operating effectively and efficiently to deliver against KPIs, SLAs, and customer satisfaction targets.
You will manage the performance of technical engineers through objective setting, regular 1-2-1s, and encouraging and supporting personal development.
Call quality and ticket closure checks will be conducted to ensure company standards are being met and to ensure tickets are set correctly for billable/non-billable works.
Maintaining relationships with clients to ensure effective two-way communication is essential.
You will manage escalations within the team, from engineers or customers, through to resolution.
Developing training plans for engineers incorporating new and existing customer requirements and our product roadmap is a key responsibility.
Conducting regular service quality checks to ensure the team and individual engineers achieve service and process standards is crucial.
Acting as part of an out-of-hours management escalation process when required.
Ensuring the company's Information Security Management System (ISMS) and all relevant policies are adhered to at all times.
Escalating calls to the 3rd Line when appropriate.
Managing the 2nd and 3rd line schedule and shift planner where dispatch is unavailable.
Reviewing and approving engineer timesheets.
", "requirements": "Essential:
- Demonstratable service management experience
- 3-5 years working in a senior technical role
- Experience in managing senior technical engineers
- Experience in managing and leading employees
- Previous technical background
- Strong communication skills
- Experience of working within an MSP or similar environment
- Ability to work under pressure
- Flexibility with working hours
Desirable:
- ITIL certified
- Major incident management experience
- Current and valid driving licence
- Experience of ConnectWise
At Air IT, we offer a range of benefits to support your career and well-being:
- Hybrid working options for a better work-life balance
- 25 days annual leave plus bank holidays
- Ongoing learning and development opportunities
- Cycle to work scheme and technology vouchers
- Enhanced family leave
- Celebration day - an additional day off each year to celebrate an occasion important to you
- Salary sacrifice pension
- 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees' efforts to make a positive impact
- Company social events and competitions
- Discount and Cashback Scheme
- Group Income Protection
- Life Insurance
- EAP and Virtual GP Service
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