Service Desk Manager

A successful IT MSP is looking for an experienced Service Desk Manager to join their team in Bedfordshire.
 
You will be responsible for managing, motivating and developing a team of dedicated Service Desk Analysts. Ensuring that excellent levels of technical support and customer service are provided at all times, exceeding service level agreements and KPIs.
 
This role requires a technology enthusiast with strong leadership, communication and organisational skills, who has the ability to build rapport with key stakeholders and external customers. This is a hands-on technical role as you will support the team during busy periods and act as a point of escalation for technical issues, such as major incidents.
 
 
The successful candidate is expected to have experience in all or most of the following:
 
  • Leading technical support teams of more than 10
  • Planning and scheduling team capacity and rotas
  • Implementing, reporting and analysing performance metrics such as SLAs and KPIs
  • Managing problems and major incidents
  • Microsoft Cloud products - Azure, M365
  • Knowledge of iMac (build & asset management)
  • ITSM and telephony tool sets owner
  • Adopting an ITIL framework
 
To be considered for this role you will ideally be certified in the following - ITIL/ITIL 4, M365 Fundamentals (MS-900) and Azure Fundamentals (AZ-900).
 
This is a permanent position is offering a basic salary of up to £45,000 per annum.
 
Salary:
£45,000
Type:
Permanent
Location:
Bedfordshire
Sector:
IT Management
Ref:
17921
Contact Name:
Sheryl Hannan

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