Location: Liverpool Street (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 SLA's and KPI's 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
#J-18808-Ljbffr
Service Desk/Delivery Manager employer: TSR Select
As a leading IT Managed Services Provider based in the heart of London, we pride ourselves on fostering a supportive and collaborative work culture that prioritises employee well-being and growth. With a hybrid working model, our Customer Success Managers enjoy the flexibility of working from home while also benefiting from in-person collaboration in our vibrant office environment. We offer competitive salaries, commission bonuses, and opportunities for professional development, making us an excellent employer for those seeking a meaningful career in the creative agency sector.
