Service Desk Manager

Henderson Scott

Posted 11 hours ago, valid for 17 days

Chorley, Lancashire PR7, England

Full Time

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Sonic Summary

The position is for a Service Desk Manager with a salary range of £50-55K, located in Chorley, and offers a hybrid working model.
The successful candidate will lead a Managed Service support desk and ensure that 1st, 2nd, and 3rd line engineers deliver exceptional customer experiences.
Key responsibilities include managing the support team, ensuring service delivery exceeds customer expectations, and monitoring service level agreements.
Candidates should have experience in MSP management, a solid technical background, and a strong commitment to customer service, along with relevant certifications like ITIL and Microsoft 365 or Azure.
The role requires a minimum of several years of experience in a similar position to effectively manage and enhance service delivery.

Service Desk Manager - £50-55K - Chorley (Hybrid role)

Currently seeking a Service Desk Manager to join & lead our Managed Service support desk. In this role you will ensure 1st, 2nd & 3rd line engineers deliver exceptional customer experience.

Duties & Responsibilities

Team Management - Manage 1st, 2nd & 3rd line team.

Service Delivery - Ensure our support teams consistently exceed customer expectations, maintain high satisfactionlevels, and meet or surpass agreed service level agreements.

Service Level Agreements - Monitor & report on agreed SLAs.

Client Onboarding - Collaborate with Sales & Project Delivery to ensure a smooth transition for new customers,providing clear communication.

Skills & Knowledge

Essential

- MSP Management Experience.

- Solid Technical background.

- Strong commitment top deliver exceptional customer service.

- Ability to adapt to changing and evolving technologies and processes.

- ITIL Certification, Microsoft 365 or Azure Certifications.

Service Desk Manager - £50-55K - Chorley (Hybrid role)

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