Back to search
IT Service Desk Manager
Our well established MSP Client is looking for an experienced IT Service Desk Manager to lead and develop the service desk team, ensuring the efficient delivery of IT support across the business. You will play a crucial role in enhancing user experience, optimising processes, and implementing best practices to maintain high service standards.
Key Responsibilities
- Lead and manage the IT Service Desk team, providing guidance, coaching, and performance management.
- Oversee daily operations, ensuring SLAs and KPIs are met.
- Act as the escalation point for complex IT issues, ensuring timely resolution.
- Drive service improvements by identifying trends, implementing new processes, and leveraging technology.
- Collaborate with other IT teams and stakeholders to align service delivery with business needs.
- Maintain and enhance ITIL-based service management processes.
- Manage IT support tools, ticketing systems, and reporting to ensure efficiency.
- Develop and deliver training to improve end-user IT knowledge.
Key Skills / Experience
- Proven experience as an IT Service Desk Manager or similar leadership role.
- Strong technical background with knowledge of IT infrastructure, systems, and support processes.
- Excellent leadership and team management skills with a focus on motivation and development.
- Experience working within ITIL frameworks and driving service improvements.
- Strong problem-solving and decision-making abilities.
- Excellent communication skills, both written and verbal.
- Ability to work in a fast-paced environment and manage multiple priorities.
If you are interested in this role and would like to understand more then please click apply
