Service Desk Lead Specialist
24 hours ago
Vertex IT Solutions Ltd is seeking a highly skilled Service Desk Lead Specialist to manage and operate our Service Desk function. The ideal candidate will have a strong background in ITIL processes, experience in leading a team of technical support engineers, and excellent customer service skills.
About the Role:
This is a challenging and rewarding role that requires someone with excellent leadership and management skills. As a Service Desk Lead Specialist, you will be responsible for ensuring the delivery of high-quality IT support services to our customers, managing a team of approximately 10 Engineers, and driving process improvements within the Service Desk function.
Key Responsibilities:
* Manage and own the Service Desk function of the IT Services Division within Vertex IT Solutions Ltd
* Develop and implement process improvements to enhance the efficiency and effectiveness of the Service Desk function
* Lead a team of technical support engineers to deliver high-quality IT support services to customers
* Collaborate with other departments to ensure excellent service delivery and customer satisfaction
Requirements:
* 2-3+ years of experience in managing a service desk in a busy MSP environment
* 5+ years of experience as a Support Engineer at 1st, 2nd and/or 3rd line support
* Experience leading a team of technical support engineers, preferably in server, network, and cloud technologies
* Excellent leadership and management skills
* Strong understanding of ITIL processes
Salary: £55,000 - £70,000 per annum depending on experience
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