Service Desk Manager

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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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