Service Desk Manager

Clacton-On-Sea (fully onsite)

(phone number removed) per annum (DOE)

I have partnered with a well-established Managed Service Provider looking for an experienced Service Desk Manager to join their team on a full-time onsite basis.

You will be responsible for overseeing the daily operations of the service desk team, ensuring efficient and high-quality IT support for clients. This role involves managing a team of technicians (4 engineers), handling escalations, maintaining SLAs, and creating processes to improve service delivery. The ideal candidate will have strong leadership skills, a deep understanding of ITIL practices, and experience in managing support in an MSP environment.

Key Responsibilities:

Lead and manage the service desk team, providing guidance, training, and performance evaluations.
Ensure timely resolution of client issues and adherence to SLAs.
Handle escalations and complex technical issues, coordinating with other teams as needed.
Monitor and report on service desk performance, implementing improvements as necessary.
Develop and maintain documentation, procedures, and knowledge bases.
Collaborate with account managers to understand client needs and ensure customer satisfaction.
Stay updated on industry trends and technologies to continuously enhance service desk operations.

Key skills:

Management and/or Senior IT experience
Excellent organizational skills
Adhering to SLAs/KIPs (response time)
Good understanding of Microsoft products (e.g., M365, Active Directory)

If you are a Senior Engineer looking to take the next step in your career or a well oragnised Service Desk/Helpdesk Team Lead this could be the ideal role for you!

Please apply now for immediate consideration.

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.