IT Service Management Lead

20 hours ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Forfusion Ltd Full time

We are Forfusion Ltd, a leading provider of IT Managed Services as Cisco Experts. We are seeking an experienced professional to join our Managed Services team as the Service Desk Manager, reporting to the Head of Service Operations.

The estimated salary for this role is £60,000 - £75,000 per year, depending on experience.

As the Service Desk Manager, you will be responsible for supervising and motivating the Service Desk team members on a daily basis, managing the support to customers (internal and external) and ensuring that service levels are achieved. This includes having defined authority and responsibility for the management of the Service Desk team, acting as the single point of contact for all team issues and queries.

This role requires a high degree of due diligence and attention to detail, as well as strong analytical skills and conflict management skills. You should have a solid technical background with the ability to give instructions to a non-technical audience. Customer-service oriented with a strong problem-solving attitude is essential.

Key responsibilities include:

  • Improving the customer experience by actively responding to queries and handling complaints.
  • Building effective relationships when dealing with colleagues, internal and external stakeholders.
  • Managing and coordinating urgent and complicated support issues.

Requirements include:

  • A minimum of 7 years relevant experience in a support desk engineering or similar technical role, with one to three years of managerial experience and has professional experience and/or certifications.
  • Exceptional Customer Service capability.
  • Demonstrate previous working which involved the leadership of Support Desk teams and the mentoring of peers.

Fusion Ltd offers a range of benefits, including flexible working arrangements, training and development opportunities, and a competitive salary package. If you are looking for a new challenge and want to progress with clear milestones within your control, then we encourage you to apply for this exciting opportunity.



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