Service Desk Manager Lead

3 days ago


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

Job Title: Service Desk Manager Lead

About Us: Vertex IT Solutions Ltd is a dynamic and innovative company that provides top-notch IT services to its clients. We are seeking an experienced Service Desk Manager Lead to join our team.

Job Description:

We are looking for a skilled and organized Service Desk Manager Lead who can manage and own the Service Desk function of the IT Services Division within our company. The successful candidate will ensure the performance of IT support services to customers within contractually agreed metrics.

Key Responsibilities:

  • To manage and own the Service Desk function of the IT Services Division
  • To ensure the performance of IT support services to customers within contractually agreed metrics
  • To work with all departments and all customers on a personal basis to ensure excellent service delivery
  • To be responsible and accountable for the daily operational running of the service desk team of approximately 10 Engineers

Requirements:

The ideal candidate should have:

  • ITIL Foundation accreditation
  • 2-3+ years of Service Desk management experience in a busy MSP environment
  • 5+ years of Support Engineer experience at 1st, 2nd and/or 3rd line support
  • 3+ years' experience in leading a team of technical support engineers in server, network, and cloud technologies
  • Proven Operational and technical knowledge and experience in implementing support call resolution and completing known fix/workarounds where appropriate to deliver excellence in service levels
  • Forward-thinking strategic knowledge of ITIL processes to streamline and ensure efficiency of the IT department
  • Able to demonstrate proven and great experience in delivering ITIL Service Desk Objectives in a service management capacity against financial returns
  • Amazing customer service and communication skills, both written and verbal, displays commitment to resolving problems as quickly as possible, communicating with customers and internal staff at all times
  • Excellent team player able to contribute ideas and support fellow team members at all times to ensure a successful, high-performing team
  • Excellent operational experience in a multi-million pound business with proven skills of awareness, and customer activity, and risk
  • Able to demonstrate and ensure the team holds a Can-do, 'customer-focused' attitude willing to tackle any issues and resolve to seek solutions wherever possible
  • Proven excellent people team leadership and management skills
  • Good overall understanding and broad knowledge of emerging IT systems and technologies
  • Proven experience in Design, implementation, and improvement of ITIL v3 Service Delivery

Salary: £60,000 - £80,000 per annum depending on experience



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