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Service Desk Manager
Maidstone, Kent
Salary: £40,000 - £45,000Hours: 8:00 am - 4:30 pm, Monday to Friday
- Do you have experience leading a Service Desk team and ensuring high standards of technical support?
- Are you confident in driving service improvements and managing performance within SLAs?
- Would you like to work in a company that values both technical expertise and customer service excellence?
We are working with a Managed IT Services Provider based in Maidstone that delivers IT solutions across the UK, Europe, and the US. Due to a reorganisation of their Service Desk, they are looking for a Service Desk Manager to lead and develop the team while ensuring a high standard of service delivery.
The Role
Reporting to the Operations Manager, you will be responsible for managing the Service Desk team, ensuring they meet service levels, and identifying areas for improvement. You will oversee day-to-day operations, monitor service performance, and provide training to ensure the team is delivering high-quality technical support.
Key Responsibilities
- Lead the Service Desk team to ensure timely and professional resolution of service requests within SLAs.
- Identify trends and recurring issues to drive service improvements.
- Organise and direct the day-to-day operations of the Service Desk.
- Train and develop team members in technical areas, support processes, and company procedures.
- Ensure a positive and service-driven working culture.
Skills & Experience Required
- Previous experience supervising or managing a Service Desk team within an MSP or IT support environment.
- Strong background in customer service, with excellent written and verbal communication skills.
- Technical expertise to a 2nd line support level or higher.
- Ability to motivate and develop a team.
- Experience working within Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Strong problem-solving and analytical skills.
What’s on Offer?
- A well-established company with a friendly and professional working environment.
- Training and personal development opportunities to enhance your skills.
- Home working flexibility options.
- 28 days annual leave.
If you are looking for a leadership role where you can shape and develop a Service Desk function while delivering excellent service, I would love to hear from you.
