Service Desk Manager

Service Desk Manager – Consultancy – Kent – £45,000 – £50,000 + Excellent Benefits

Overview:
An excellent opportunity has arisen within a highly regarded Managed Service Provider for a Service Desk Manager.
You will be responsible for the delivery of exceptional levels of service and support to their growing client base and internal systems.
Our client provides a broad array of Kent IT Consultancy and managed services and solutions to organisations throughout the South East.

Role & Responsibilities:

• Ensuring accurate and timely resolutions of incidents and requests in line with SLA\’s
• Manage customer escalations
• Act as the technical escalation for team members (1st, 2nd and 3rd line support)
• Conduct weekly 1:1\’s to support and coach team members to make sure they meet their KPI\’s and their development goals
• Conduct Quarterly Performance Reviews
• Ensure that incident reviews are undertaken and written up
• Actively promote excellent customer service for all front-line service delivery, constantly seeking ways to improve customer experience and satisfaction.
• Provide data and reporting of KPI\’s and trends to ensure the service is suitably managed and optimised and report to management and others in ad-hoc, weekly, and monthly meetings

Essential Skills & Experience:

• Experience as a hands-on Service Desk Team Leader / Manager.
• Proven record in people management.
• Excellent interpersonal and written communication skills
• Strong ability to train, develop, motivate, mentor and support team members
• Highly organised and structured with the ability to maintain and drive a positive working environment.
• Good attention to detail, ability to work to tight deadlines and to mitigate risks and manage issues to resolution
• ITIL Certified
• Act as a technical escalation for junior engineers.
• Technical background with Microsoft products – Active Directory, Microsoft Exchange, Office 365 and Windows 7-11

Package:

• Up to £50,000 basic salary based on skills and experience
• Excellent benefits package

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