Service Desk Manager

3 days ago

Milton Keynes, United Kingdom Air IT Limited Full time

Job Title: Service Desk ManagerLocation:Thames Valley/Milton KeynesReporting to: Head of Service DeliveryDuration: 12 months FTC (Maternity cover)Purpose:To lead and motivate the service desk leadership team and, where required, the engineering team to deliver a high-performing service by meeting and exceeding client service commitments and expectations whilst balancing business targets and profitability. To evolve the team for innovative delivery against the developing needs of our clients and provide career pathways for all engineers encouraging personal development.Duties and Responsibilities:Lead the service desk team to deliver a high-performing service focusing on customer engagementEnsure the service desk team is appropriately skilled and resourced to deliver now and in the futureMaximises the performance of team leaders and technical engineers through objective setting, regular 1-2-1’s, encouraging and supporting personal developmentDeliver against service performance measuresCreate strong relationships with clients to ensure effective communication channels are established and maintainedProvide regular reporting tracking progress against targetsSet, track and review team leader objectives to achieve service excellenceOwn, maintain and embed service desk proceduresWork with the project team to ensure new services or new customers or acquisitions are successfully integrated with a positive customer experienceAct as out-of-hours management escalation process when requiredMaintain information security by complying with the company’s Information Security Management System (ISMS) and all relevant policiesQualifications, Knowledge and Experience:Demonstratable experience managing and leading a Service DeskExperience of working within an MSP or similar environmentAbility to work under pressureFlexibility with working hoursITIL certifiedPrevious technical backgroundCurrent and valid driving licenceExperience of ConnectWiseThe BenefitsJoining Air IT means unlocking a world of perks and opportunities, including:Hybrid working options for a better work-life balance25 days annual leave plus bank holidaysOngoing learning and development opportunitiesCycle to work scheme and technology vouchersEnhanced family leaveCelebration day - an additional day off each year to celebrate an occasion important to youSalary sacrifice pension2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impactCompany social events and competitionsDiscount and Cashback SchemeGroup Income ProtectionLife InsuranceEAP and Virtual GP ServiceJoin Us TodayIf you are passionate about providing exceptional customer service and thrive in a fast-paced, collaborative environment, we want to hear from you Apply now to embark on a rewarding career journey with us.At Air IT, we're committed to fostering an inclusive and diverse workplace where everyone thrives. We believe in providing equal opportunities for all, so let us know if you need any reasonable adjustments during the recruitment process. #J-18808-Ljbffr

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