Service Desk Manager
3 weeks ago
About Us
We’re one of the fastest growing MSP Cloud Service providers in the UK, helping SMEs in the Accountancy and Professional Services sector with exciting digital transformation projects.
We recently saved millions for an insurance company by building an anti-fraud application based on RPA - Robot Process Automation and we have similar projects in the pipeline.
We have grown +50% in the last two years and have some exciting digital transformation projects ahead of us that can only be delivered by hiring key people.
Position Overview: The Service Desk Manager is a critical role within our Managed Service Provider (MSP) organization. As the Service Desk Manager, you will be responsible for overseeing service desk operations, managing multiple teams, and ensuring exceptional customer support for our accountancy firm clients. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for delivering outstanding service.
Key Responsibilities:
- Team Leadership: Lead and manage a team of service desk analysts, ensuring efficient and effective incident resolution, request fulfilment, and problem management.
- Collaboration: Work closely with other IT teams (e.g., infrastructure, applications, security) to ensure seamless service delivery and alignment with overall business goals.
- SLA and KPI Management: Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) for service desk operations.
- Metrics Analysis: Monitor and analyze service desk metrics to identify trends, areas for improvement, and opportunities to enhance customer satisfaction.
- Escalation Point: Act as the escalation point for complex incidents, ensuring timely resolution and effective communication with clients.
- Service-Centric Culture: Foster a customer-centric culture within the service desk teams, emphasizing empathy, professionalism, and responsiveness.
- Training Programs: Develop and implement training programs for service desk analysts to enhance technical skills and customer service excellence.
- Client Relationship: Collaborate with account managers and Service Delivery to understand client needs, provide regular updates, and address any service-related concerns.
- Client Meetings: Participate in service reviews and client meetings to discuss performance, service improvements, and strategic initiatives.
- Industry Awareness: Stay informed about industry best practices, emerging technologies, and trends related to service desk management.
Our Values:
Service Centric
We put our customers at the heart of what we do. We are accountable for our actions and honour our commitments. We go the extra mile.
United
We succeed as a team, pulling together to achieve our goals. We understand and respect others’ views and perspectives. We communicate openly with each other, sharing, challenging, and supporting.
High Standards
We take pride in the quality of our work. To give our best, we plan thoroughly and strive continually to improve our effectiveness. We have a thirst for knowledge to enable us to learn and improve.
Agile
We are agile in our thoughts and actions, anticipating and adapting quickly to new opportunities and situations. We manage changing priorities to work flexibly and with resilience.
Requirements
- Qualifications:
- Education: Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
- Experience: Minimum of 5 years of experience in service desk management, preferably within an MSP environment.
- Technical Skills: Strong technical background with knowledge of ITIL processes, incident management, and service request fulfillment.
- Leadership: Proven leadership skills, including the ability to motivate and develop teams.
- Communication: Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
- Industry Experience: Experience working with accountancy firms or financial services clients is a plus.
- Certification: ITIL certification is desirable.
Benefits
- 23 days’ annual holiday plus public holidays plus your birthday
- Learning environment working alongside experts in the latest technologies
- Social committee that organises quarterly social events (karting, bowling, pizza evenings and other exciting events)
- Exceptional career progression opportunities
- A vibrant London office
- Hybrid working
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