IT Service Desk Manager
4 weeks ago
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 key member of the support team, you will be responsible for overseeing the lifecycle management of service incidents, requests, and changes.
Key Responsibilities:- Act as a technical escalation point and ensure the delivery of high-quality IT services to internal and external partners.
- Conduct regular team meetings, performance reviews, and provide ongoing coaching and development opportunities.
- Identify opportunities for process optimisation and efficiency gains within the Service Desk.
- Work with the Head of Support Services to build and implement processes across the business to drive improvements and continual service improvement initiatives.
- Monitor service quality standards, ensuring that service level agreements (SLAs) are consistently met or exceeded.
- Oversee the resolution of incidents and problems, ensuring timely and effective responses.
- Ensure comprehensive documentation of processes, procedures, and solutions.
- Act as an internal escalation for support engineers, taking ownership of key issues and handling VIP communications and issues from the Relationship Management team.
Technical Requirements:
- Office 365
- Microsoft Azure
- Windows
- Palo Alto Networks
About the Role:
This is an exciting opportunity to join a dynamic and award-winning IT Managed Service Provider based in the heart of London. As a Service Desk Manager, you will be responsible for leading a team of technical support engineers and ensuring the delivery of high-quality IT services to internal and external partners.
What We Offer:
We offer a competitive salary, hybrid working arrangements, and opportunities for professional growth and development.
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