Managed Support Team Lead

3 days ago


Chorley, Lancashire, United Kingdom Henderson Scott Full time
Job Overview

Henderson Scott seeks an experienced Service Manager to lead our Managed Service support desk and drive exceptional customer experiences. This role involves managing a support team and collaborating with stakeholders to ensure high-quality service delivery.

About You

We are looking for someone with a proven track record of managing a support team within an IT MSP, a solid technical background, and a strong commitment to delivering exceptional customer service. Relevant certifications such as ITIL, Microsoft 365 or Azure are also desirable.

Key Responsibilities
  • Manage and lead 1st, 2nd & 3rd line teams to ensure seamless collaboration and efficient issue resolution.
  • Collaborate with stakeholders to ensure high-quality service delivery that meets or surpasses agreed service level agreements (SLAs).
  • Work closely with Sales and Project Delivery teams to provide clear communication and ensure a smooth transition for new customers.

Requirements:

  • Proven track record of managing a support team within an IT MSP.
  • In-depth knowledge of IT systems and technologies.
  • Demonstrated ability to deliver exceptional customer experiences.
  • Ability to adapt to changing technologies and processes.
  • ITIL, Microsoft 365 or Azure certifications preferred.

Salary: £52,500 per annum (dependent on experience)



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