Service Desk Manager

We have a fantastic opportunity for an experienced Service Desk Manager to join a great company in South East London.  You will be responsible for managing and owning the Service Desk function of the IT Services division, working with all departments and customers on a personal basis, ensuring excellent service delivery.  Responsible for the team of technical support engineers, delivering desktop and server/network support services.

The Service Desk Manager will be responsible for delivering great team work and communication throughout the IT team, motivating the team and creating a positive working environment, setting achievable goals, supporting, supervising and coaching the whole team to ensure they remain motivated in providing the best service for their clients.

An excellent Team Leader who has strong problem solving and analytical skills, excellent planning, administration and organisation skills with the operational ability to ‘think outside the box’ and a strong desire to succeed.

Responsibilities:

• Ownership of all IT problems, incidents and requests
• Responsible for the team of Technical Support Engineers
• Line management responsibility for the service desk engineers
• Managing the performance of service desk services
• Understanding the business priorities
• Responsible for all calls within the call logging system
• Supervisory and coaching

Essential experience required:

• ITIL Foundation accreditation
• 2-3 years’ of Service Desk Management within a face-paced environment
• 5+ years’ experience working as a support engineer (1st, 2nd and/or 3rd line)
• 3+ years’ experience in leading a technical team
• Proven operational and technical knowledge
• Forward thinking strategic knowledge of ITIL processes
• Amazing customer service and communication skills