IT Service Delivery Manager
1 month ago
IT Helpdesk Manager - Salary dependent on experience - Great Opportunity
We are a recruitment agency looking for an experienced IT Helpdesk Manager to join a local MSP based in Chobham.
About the role:- Manage a team of great, ambitious engineers
- Monitor and track Key Performance Indicators
- Build and maintain customer relationships, proactively addressing and resolving issues while ensuring clear communication throughout the service lifecycle.
- Ensure services are delivered in line with agreed Service Level Agreements (SLAs).
- Track and analyse key performance indicators (KPIs) to assess service quality and pinpoint areas for enhancement.
- Work closely with internal technical teams to provide customized IT solutions to clients.
- Efficiently manage budgets and resources to achieve cost-effective service delivery.
- Identify and implement process enhancements to boost service delivery efficiency.
- Serve as the main point of contact for assigned clients, building strong relationships and ensuring their satisfaction.
- Maintain strong relationships with internal stakeholders to ensure smooth service delivery across the organization.
- Spot opportunities for upselling and cross-selling IT support services to existing clients based on their evolving needs.
- Manage and mitigate risks related to service delivery.
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Previous experience in Management within an MSP environment
- Strong leadership and team management abilities.
- Proven track record of delivering exceptional customer service and managing client relationships effectively.
- Extensive technical knowledge of IT infrastructure, hardware, software, and networking concepts.
- Proactive and self-motivated, with a passion for delivering high-quality IT support solutions.
- Familiarity with IT service management frameworks (e.g. ITIL) is desirable.
- Strong analytical and project management skills.
- Up-to-date with industry trends, emerging technologies, and IT best practices to provide expert advice and recommendations.
- Proven ability to deliver high-quality services on time and within budget.
- Proficiency in using CRM systems and productivity tools.
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