Service Desk Management Expert
2 days ago
Job Title: Service Desk Management Expert
We are seeking a seasoned Service Desk Management Expert to lead our UK Tech Support team at Vertex IT Solutions Ltd. This exciting opportunity allows you to work with a dynamic company that provides premium support to local and global SME businesses.
The ideal candidate will possess strong technical expertise, excellent customer service skills, and experience in leading high-performance teams. A minimum of 2 years of experience in managing a service desk, preferably within a managed services environment, with at least 5 direct reports is required.
About the Role- Mentor team members on customer service, technical skills, and performance metrics.
- Manage major incidents according to our policies and procedures, which may require flexible working hours.
- Serve as an escalation point for customers, delivering exceptional customer service and resolving issues efficiently.
- Oversee the entire ticket lifecycle, ensuring a fair workload distribution among engineers.
- Conduct quality reviews, evaluating tickets against our established criteria.
- Guarantee timely progression and resolution of incoming tickets via phone, web portal, and alerts.
- Promote process enhancements, including documentation and security protocols.
- Participate in hiring, onboarding, and training new team members.
- Maintain collaboration with other Tech Support Team Leaders across regions.
- During peak periods, handle phone calls and manage client-submitted tickets or those from our monitoring system.
Requirements
Expertise & Experience- A minimum of 2 years leading a team, preferably within an MSP setting.
- Intermediate-level knowledge of:
- Microsoft365 and Office365
- Microsoft Azure services (notably identity and infrastructure)
- Networking fundamentals
- Windows 10 and 11
Estimated Salary: £59,000 - £69,000 per annum, based on experience.
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