IT Service Desk Manager

2 weeks ago

Potters Bar, United Kingdom Cerulean Full time

MSP with Microsoft Gold partner status needs a progressive service desk manager to join the existing team that has great plans for progression, post pandemic.

**IT Service Desk Manager
Potters Bar, Hertfordshire, EN6 5BS
Full Time, Permanent
Salary £45,000 - £55,000 per annum**

**Please Note: Applicants must be authorised to work in the UK**

We have held our own during this pandemic and have the resources in place to continue our success during the recession.

Over the years, the company has built a loyal reputation with its clients and now has plans for growth. That can only work with likeminded individuals that have a passion and hunger to deliver quality customer service and nurture team members to create arich work environment.

The support is varied, Networks, Servers, PCs, Software, Cloud solutions and more. We go that extra mile for our clients to make sure they are operational.

**What we are looking for**

A forward thinking individual with a professional approach to manage a team of technicians to offer quality support. You will have the experience to know how to meet client expectations and communicate at all levels to demonstrate trust with clients, yourteam and other staff.

**You will have**:

- Minimum 2 years of experience managing team members within an MSP environment
- At least 4 years' level 2 support in an MSP or similar environment
- Microsoft technical certification is something you should already have but not essential
- Experience of Autotask, Connectwise or similar MSP help desk system
- Implementing and following ITIL practices
- L2/L3 troubleshooting experience of Windows Server, including AD, GPO, DNS, DHCP.
- L2 troubleshooting experience in network infrastructure (LAN, WAN, and Wi-Fi).
- L3 experience in fixing all PC/Mac software/hardware problems
- Understanding and management of Microsoft 365 and other cloud based systems on behalf of clients
- Strong Excel and/or PowerBI skills to provide informative reports/statistics/KPIs about your team
- Exposure and management of Service Level Agreements

**Personal Qualities**:

- Leadership skills / Leading by example
- Supporting and motivating team members
- Driven to providing a high-quality service to match client expectations
- Strong problem-solving abilities. Excellent communication, documentation, customer handling, and interpersonal skills
- Extremely well organised
- Target focused.
- Flexibility and adaptability towards necessary changes
- Desire to work with management to achieve goals and rewards

**What you can expect**:
A friendly company with an innovative approach means that all employees are fortunate to use the latest cutting-edge technology and up-to-date software. You will be rewarded with a competitive salary and 2 salary reviews in year 1. You will also receivefull private medical cover after 2 years’ service.

**You must be authorised to work in the UK. No agencies please.**

Key Skills: IT Support Helpdesk Supervisor Service Desk Manager Clients Managed Services MSP ITIL, SLA, KPI, Windows Server Microsoft 365 Active Directory MS Office Networking TCP/IP Group Policy DNS, DHCP Office 365 Cloud Hosting

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