IT Service Desk Manager

OverviewLead and manage my client’s IT Service Desk, overseeing cloud platforms, IT infrastructure, software, and print devices for internal and external clients. Ensure top-tier service delivery, meeting performance benchmarks, and exceeding customer expectations.

Key Responsibilities

• Oversee incidents and requests, acting as the escalation point for critical issues.
• Manage major incidents, change management, and capacity planning.
• Ensure optimal staff availability and performance, aligning with customer needs.
• Build and maintain relationships with key customers, third-party vendors, and internal teams.
• Drive customer onboarding and maximise revenue opportunities.
• Analyse recurring issues and implement proactive solutions.
• Train and mentor the Service Desk team, ensuring adherence to SLAs.
• Monitor KPIs and trends, developing strategies for service improvement.
• Manage communications for outages and emergencies.

Key Relationships

• Direct reports: Service Desk Team Leaders

Requirements

• MSP experience
• Team leadership
• ITIL certification (desirable)
• Strong technical skills and ability to manage priorities

What’s on offer

• £55,000 - £65,000
• 25 days holiday + extra after 5 years
• Life assurance (4x base salary)
• Enhanced maternity/paternity leave
• Employee assistance program, Bike2Work scheme, discounts, and more