Service Desk Manager

My client is a privately owned, ethical provider of IT and Cloud services, headquartered in the UK with a global reach. For over 16 years, they have been delivering innovative, secure, and cost-effective technology solutions and services to a diverse range of industries. Their forward-thinking approach, combined with a strong commitment to customer service and long-term partnerships, has positioned them as a trusted advisor in the IT services spaceAs the Service Desk Manager, you will provide strategic leadership to a dynamic team of 1st, 2nd, and 3rd line support engineers (team of 5). Your role will be pivotal in driving operational excellence, cultivating a culture of continuous improvement, and ensuring the consistent delivery of exceptional customer service. You will align service delivery with organizational goals, effectively manage stakeholder expectations, and contribute to the ongoing enhancement of their IT service management practices.Essential Requirements:Proven experience managing a multi-tiered IT support team (1st to 3rd line)Strong leadership and team management skillsDemonstrated hands-on technical expertise across a broad range of IT systems and infrastructure, including end-user support, networking, cloud platforms (e.g., Microsoft 365, Azure), and enterprise toolsAbility to understand and escalate complex technical issuesExcellent interpersonal and communication skills with the ability to provide a narrative on the operation to board level.Ability to drive process improvements and automation initiativesPrior experience in customer-facing or MSP (Managed Service Provider) environmentsDemonstrated ability to lead, mentor, and develop technical staff across various skill levelsExperience managing SLAs, KPIs, and producing regular service performance reportsExtensive experience in delivering exceptional customer service within an IT support environment, with a strong focus on user satisfaction, empathy, and clear communicationSelf-audit all work and ensure it meets all applicable technical and operational quality standardsCan work to agreed time scales and understands the need for escalationStrong problem determination skills, ensuring issues, problems, and tasks are accurately assessed and assigned to the appropriate skill set, facilitating quicker and more effective resolution.Demonstrated proficiency in using Service Desk management tools, such as FreshService, to streamline IT service operations and enhance support efficiencyDesirable Requirements:Self-confident with the ability to transmit appropriate messages to appropriate audiencesAny Microsoft\\AWS CertificationsExperience with remote monitoring and management (RMM) toolsITIL Intermediate or Expert Level certificationWorked with ISO Regulations 27001\\9001Benefits:Relaxed dress codeCompany pensionPrivate medical Insurance (after qualifying period)Salary sacrifice Employee discount scheme Company eventsFree parkingQualifying share options schemeCompany car scheme