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Service Desk Manager - Leeds - 50,000 DOE
Role: IT Service Desk Manager
Area: Leeds
Salary: 50,000
We are currently recruiting for a Service Desk Manager for our MSP client.
As the Service Desk Manager, you will be responsible for overseeing the day-to-day operations of our client's Service Desk team, ensuring a high level of customer satisfaction and efficient resolution of IT incidents and service requests.
Key Responsibilities:
- Lead a team of 1st & 2nd line engineers
- Manage incident and service request queues, ensuring tickets are handled in accordance with Service Level Agreements (SLAs).
- Remain hands on as the senior escalation point for complex technical issues or customer concerns.
- Monitor team performance and conduct regular reviews.
- Assist in training and onboarding of new team members.
Key Requirements:
- Proven experience in a Service Desk or IT Support role, with at least 2 years in a management or leadership position.
- Strong technical knowledge across a range of IT systems, hardware, and software, with the ability to troubleshoot and support a variety of technologies.
- Experience managing ITIL-based processes (Incident Management, Change Management, etc.) and familiarity with Service Desk software.
- Strong ITIL Knowledge (Certification Preferred).
- Experience in a Managed Service Provider environment
In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
