Service Desk Management Expert

2 days ago


London, Greater London, United Kingdom Vertex IT Solutions Ltd Full time

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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