Help Desk Manager

2 weeks ago


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

About the Position

We are seeking a highly skilled Service Desk Team Leader to spearhead our UK Tech Support team's success. As a key member of our organization, you will be responsible for driving customer satisfaction and developing high-performing teams.

The ideal candidate will possess a minimum of 2 years of experience leading a service desk, preferably within a managed services environment, with a minimum of 5 direct reports. Your ability to communicate effectively, inspire, and motivate your team will be crucial in achieving our goals.

Key Responsibilities and Expectations

  1. Foster a collaborative environment where team members develop their skills in customer service, technical, and behavioural areas.
  2. Implement effective incident management processes, adhering to our established policies and procedures.
  3. Provide expert support to customers as an escalation point, guaranteeing prompt issue resolution.
  4. Work closely with engineers to ensure efficient ticket distribution and workflow, preventing over or underutilization.
  5. Regularly evaluate team performance through quality reviews, focusing on ticket, technical, and customer service standards.
  6. Ensure timely resolution of incoming tickets via various channels, meeting agreed OLAs and SLAs.
  7. Promote process improvements, emphasizing documentation, security, and compliance.
  8. Invest in the growth and development of new hires, conducting interviews, onboarding, and training.
  9. Cultivate relationships with regional Tech Support Team Leaders, aligning strategies and best practices.
  10. During busy periods, take on additional responsibilities, answering phone calls and managing client-submitted tickets.

Requirements for Success

Knowledge & Experience

  1. A minimum of 2 years leading a team, preferably within an MSP environment.
  2. Intermediate knowledge of Microsoft365, Office365, Azure services, Networking, Windows 10, and Windows 11.

Education and Certifications

  1. Possesses ITIL v3 or v4 certification and/or experience working within this framework.

Salary and Benefits

£55,000 - £65,000 per annum, depending on experience, plus a range of benefits, including opportunities for career growth and professional development.



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