Service Desk Manager We are looking for an experienced Service Desk Manager to lead and develop a busy Managed Service Provider (MSP) Service Desk.
You'll manage a team of 6-8 Service Desk Engineers , ensuring high-quality IT support, strong customer service, SLA/KPI performance and continual service improvement.
Key Responsibilities Lead, coach and develop a team of Service Desk Engineers
Manage day-to-day Service Desk operations, workload and resource planning
Monitor KPIs, SLAs and customer satisfaction
Act as the escalation point for technical and customer issues
Ensure high standards of ticket quality, documentation and ITIL practices
Drive service improvement, efficiency and first-time fix rates
Produce service performance reports for senior management
Work closely with technical and
Service Desk Manager in Ashford employer: Proactive Appointments
Join a dynamic team as an IT Support Analyst in the vibrant area near Stamford, where you will benefit from a supportive work culture that prioritises employee growth and development. With a competitive salary and an impressive benefits package including hybrid working options, private medical and dental care, and a subsidised gym membership, this role offers a fulfilling and rewarding career path in a company that values its employees.
