Role: Service Desk Manager/Team Leader - 20 Engineers
Company: Managed Service Provider
Location: Camberley (Hybrid) - 3 days in the office
- Team Leadership: Manage, mentor, and train technical support staff, including hiring and performance evaluation.
- Operational Management: Oversee day-to-day service desk operations, ensuring SLAs and KPIs are met or exceeded.
- Incident & Request Management: Manage the queue of requests, ensuring timely, efficient resolution of IT issues.
- Process Improvement: Identify trends in incident data to reduce call volumes and implement improvements in ITIL processes (Problem, Change, Asset).
- Stakeholder Management: Act as a key contact for users and internal stakeholders, managing escalations effectively.
- Documentation & Tools: Maintain the Knowledge Base, ticketing system, and documentation standards.
- Tech stack – MS 365, Azure, AD, Networking (Firewalls, LAN/WAN and VPNs), Managed Services, Backup, DR, Virtualisation, Server, Storage and Endpoint hardware.
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