Technical Service Desk Manager

3 weeks ago


London, Greater London, United Kingdom Lorien Full time £70,000

Our client, an award-winning IT Managed Service Provider based in the heart of London, is seeking an experienced Service Desk Manager to join their team.

As a Service Desk Manager, you will be responsible for overseeing the life-cycle management of service incidents, requests, and changes, ensuring timely and effective responses.

You will act as a technical escalation point, ensuring the delivery of high-quality IT services to internal and external partners.

Key responsibilities include:

  • Conducting regular team meetings, performance reviews, and providing ongoing coaching and development opportunities.
  • Identifying opportunities for process optimisation and efficiency gains within the Service Desk.
  • Working with the Head of Support Services to build and implement processes across the business to drive improvements and continual service improvement initiatives.
  • Monitoring service quality standards, ensuring that service level agreements (SLAs) are consistently met or exceeded.
  • Overseeing the resolution of incidents and problems, ensuring timely and effective responses.
  • Ensuring comprehensive documentation of processes, procedures, and solutions.
  • Acting as an internal escalation for support engineers, taking ownership of key issues and handling VIP communications and issues from the Relationship Management team.

The ideal candidate will have experience in a Managed Service Provider environment, with a strong understanding of IT service management principles and practices.

They will be a natural leader, with excellent communication and interpersonal skills, and the ability to motivate and develop a team of technical engineers.

The successful candidate will be responsible for ensuring the delivery of high-quality IT services to internal and external partners, and will be a key member of the Service Desk team.



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