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IT Support Team Lead

2 months ago

ClactononSea, Essex, United Kingdom In Technology Group Full time

Service Desk Manager

**About the Role**

We are seeking an experienced Service Desk Manager to lead our team of technicians in providing high-quality IT support to our clients. As a key member of our In Technology Group team, you will be responsible for overseeing the daily operations of the service desk, ensuring efficient and timely resolution of client issues.

**Key Responsibilities:**

* Lead and manage the service desk team, providing guidance, training, and performance evaluations.
* Ensure timely resolution of client issues and adherence to SLAs.
* Handle escalations and complex technical issues, coordinating with other teams as needed.
* Monitor and report on service desk performance, implementing improvements as necessary.
* Develop and maintain documentation, procedures, and knowledge bases.
* Collaborate with account managers to understand client needs and ensure customer satisfaction.

**Requirements:**

* Strong leadership skills and experience in managing support teams in an MSP environment.
* Deep understanding of ITIL practices and service desk operations.
* Ability to stay updated on industry trends and technologies to continuously enhance service desk operations.

**What We Offer:**

* Competitive salary and benefits package.
* Opportunity to work with a well-established Managed Service Provider.
* Collaborative and dynamic work environment.

**If you are a motivated and experienced Service Desk Manager looking for a new challenge, please submit your application.