Service Desk Manager

Title: IT Service Desk Manager

Location: Office based - Principal location Kent but may be required to work at other company customer sites.

Reporting to: Service Operations Manager

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Role:

• To manage and own the Service Desk function of the IT Services Division within the Company
• To ensure the performance of IT support services to customers within contractually agreed metrics
• Work with all departments, and all customers on a personal basis, to ensure excellent service delivery
• Responsible and accountable for the daily operational running of the service desk team of approximately 10 Engineers

Skills, Knowledge and Experience:

Essential:

• ITIL Foundation accredited
• 2+ years managing a Service Desk in a busy MSP environment
• 5+ years of Support Engineer experience across various levels
• 3+ years leading a team in server, network, and cloud technologies
• Strong operational knowledge in implementing support call resolution and delivering excellent service
• Strategic understanding of ITIL processes to enhance IT department efficiency
• Proven experience in delivering ITIL Service Desk objectives and managing service levels
• Excellent customer service, communication, and team leadership skills
• Experienced in a high-performing, multi-million-pound business
• Broad knowledge of emerging IT systems and technologies
• Experienced in designing and improving ITIL v3 Service Delivery processes

Desirable:

• ITIL Practitioner qualified accreditation ITIL-MP, ITIL Master
• Advanced Windows Server, Cloud and networking technical support and project experience
• ISO 27001 understanding at an operational level
• ITIL v3 Service Delivery qualifications in detailed knowledge of
• Project Management skills. Prince2, PMBOX, PMP, PMI
• Strong desire to succeed and develop, and maintain at highly performing team
• Ability to communicate technically to non-technical audiences

Plus amazing benefits!