A rapidly growing Managed Service Provider are looking for an experienced Service Desk Manager to help manage the service desk team in their London Bridge offices. This role would require the chosen candidate to be on-site 3 days per week.
You will be responsible for managing and overseeing the 24/7/365 service desk team providing an internal IT department for various clients. You will be driving a culture of service excellence, continuous improvement and delighting customers.
In this role, you will also be responsible for the line management of technical and team lead staff members, including 1-2-1’s, annual reviews, development and succession planning. You will create and report on and improve key service desk performance metrics and ensure KPIs set for technical staff are met on a daily basis, including time logging, tickets logged/resolved and customer satisfaction scores.
The ideal candidate will possess strong leadership skills and have experience with recruiting and managing technical staff from a variety of disciplines to produce results in a timely and efficient manner. You will be required to develop efficient strategies, tactics and measures to achieve service excellence.
The successful candidate will have exceptional stakeholder management abilities and will be able to manage a busy workload which may require the delegation of shifting priorities. You will be decisive with a pragmatic approach and have exceptional written and verbal communication skills as well as excellent report-writing skills. You will also have a good understanding of ITIL and the ability to apply methods which improve the services delivered to customers and improve the working environment of the engineering team.
This is an excellent opportunity for an accomplished Service Desk Manager to join a growing business that offers an attractive benefits package and a clearly defined career path.