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Job Role: Service Manager - IT Managed Services
Position: Service Manager
Location: Northwest / Lancashire (Hybrid: 3 days in-office, 2 days remote)
Salary: 45,000 per annum + benefits
Are you ready to lead and inspire in the world of IT Managed Services? We're searching for a passionate IT Service Manager to spearhead our Managed Service support desk. This is a role for a dynamic individual who thrives on delivering excellence and building strong customer relationships.
About the Role
As a Service Manager, you will lead our 1st, 2nd, and 3rd line support teams, ensuring they deliver world-class service to our customers. This is a pivotal role in driving operational efficiency, resolving technical challenges seamlessly, and continuously improving our service delivery processes.
You will work collaboratively with cross-functional teams, using data-driven insights to enhance service quality and uphold our commitment to customer satisfaction.
Key Responsibilities
* Team Leadership: Manage and inspire a high-performing IT support team, fostering growth and collaboration.
* Service Excellence: Ensure SLAs are consistently exceeded, delivering exceptional customer experiences.
* Process Innovation: Drive continuous improvements in service processes using the latest tools and methodologies.
* Client Engagement: Build lasting relationships with customers, supporting smooth on-boarding and hosting Quarterly Business Reviews (QBRs).
* Incident & Change Management: Oversee seamless processes, ensuring timely and effective resolutions while maintaining system reliability.
* Performance Metrics: Monitor service delivery metrics, identify trends, and implement strategies for ongoing improvement.
What We're Looking For
* Experience: Proven track record in managing IT support teams within a Managed Service Provider (MSP) environment.
* Technical Proficiency: Solid understanding of IT systems, processes, and tools like HaloPSA, N-Able N-Central, and ITGlue.
* Customer-Centric: A dedication to delivering tailored solutions and maintaining high satisfaction levels.
* Communication: Exceptional verbal and written skills, capable of engaging both technical and non-technical stakeholders.
* Certifications: ITIL certification and Microsoft 365 or Azure qualifications are highly desirable.
Why Join Us?
We're not just about IT - we're about making a difference. With over 100 talented professionals, we're a team that values compassion, teamwork, hard work, and humility.
Ready to Lead the Way?
If you're a driven leader with a passion for IT service excellence, we'd love to hear from you. Apply today and help shape the future of Managed Services!
