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 space

As 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 skills
• Demonstrated 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 tools
• Ability to understand and escalate complex technical issues
• Excellent interpersonal and communication skills with the ability to provide a narrative on the operation to board level.
• Ability to drive process improvements and automation initiatives
• Prior experience in customer-facing or MSP (Managed Service Provider) environments
• Demonstrated ability to lead, mentor, and develop technical staff across various skill levels
• Experience managing SLAs, KPIs, and producing regular service performance reports
• Extensive experience in delivering exceptional customer service within an IT support environment, with a strong focus on user satisfaction, empathy, and clear communication
• Self-audit all work and ensure it meets all applicable technical and operational quality standards
• Can work to agreed time scales and understands the need for escalation
• Strong 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 efficiency

Desirable Requirements:

• Self-confident with the ability to transmit appropriate messages to appropriate audiences
• Any Microsoft\\AWS Certifications
• Experience with remote monitoring and management (RMM) tools
• ITIL Intermediate or Expert Level certification
• Worked with ISO Regulations 27001\\9001

Benefits:

• Relaxed dress code
• Company pension
• Private medical Insurance (after qualifying period)
• Salary sacrifice Employee discount scheme
• Company events
• Free parking
• Qualifying share options scheme
• Company car scheme