Service Desk Manager

3 hours ago

Chelmsford, Essex, United Kingdom Lighthouse Personnel LTD Full time
Service Desk Manager Job Description

We are seeking a highly skilled Service Desk Manager to join our team at Lighthouse Personnel LTD. As a Service Desk Manager, you will be responsible for managing customer expectations, setting the organisational standard for customer engagement and serving as a communication channel between customers and the company.

Key Responsibilities:
  • Oversee the daily operations of the service team to ensure that all targets and expectations for customer service and support performance are being met.
  • First point of contact for customers regarding service issues.
  • Effectively manage, develop and train the service team.
  • Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
  • Handle escalations and complex technical issues.
  • Conduct operational performance reviews and report findings to the Senior Management Team as a core business asset.
  • Carry out in-depth research to introduce improved methods of handling functions within the company.
  • Develop and maintain documentation, procedures and knowledge bases
  • Coordinate alongside relevant stakeholders, including the delivery team, customers, Business Development Manager and Marketing Manager providing data and reporting of KPIs, SLAs, and trends.
  • Line management responsibility for the technical team (including one to one supervisions and appraisals).
  • Maintain awareness and, be responsive to, all company initiatives, or changes, that impact on service delivery and support the business goals.
  • Contribute to the Senior Management Team Meetings.
Requirements:
  • ITIL Foundation accredited
  • Knowledge and understanding of all relevant industry standards
  • Knowledge and understanding of best practices for service management
  • Strategic understanding of ITIL processes to enhance IT department efficiency
  • Management and Senior IT experience
  • Knowledge of Windows 11, Office, Azure Entra, Azure Admin, Azure Active Directory, Teams Admin, Exchange, SharePoint
  • Experience using Datto PSA Software and Life Cycle Insights
  • Excellent verbal communication skills with a confident personable manner
  • Good written communication skills (using assistive technologies if required)
  • Developed presentation skills
  • Evidenced competences in building, coaching and developing cohesive teams and managing people effectively
  • Proven ability to develop a thorough understanding of the strategic vision for the service desk and to set the long-term direction of the team
  • Developed negotiation and influencing skills
  • Ability to think critically about systems and make necessary adjustments
  • Line management skills (including delivery of supervisions and appraisals)
  • Ability to adapt within a fast-moving, dynamic business
  • Ability to balance and plan the short-term actions of teams
  • Highly organized and detail-oriented
  • The ability to manage time effectively while setting the tone of the team through modelling and leadership
  • Self-motivated, organised and quick learner
  • Ability to communicate technically to non-technical audiences
Desirable Criteria:
  • ITIL Practitioner qualified accreditation ITIL-MP, ITIL Master
  • Project Management skills. Prince2, PMBOX, PMP, PMI
  • 2+ years managing a Service Desk in a busy MSP environment
  • 5+ years of Support Engineer experience across various levels
  • 3+ years leading a team in server, network, and cloud technologies
  • Knowledge of Citrix, and printing technology.
  • Knowledge of supporting AV/Media support
  • Knowledge of creating websites and basic coding fundamentals
  • ISO 27001 understanding at an operational level
  • Broad knowledge of emerging IT systems and technologies

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