Service Desk Manager Guildford (Hybrid) - £50,000 Benefits: PAID for certifications and exams Personalised training, development schemes and exposure to latest technologies Hybrid work after probation Private healthcare scheme Modern workplace and modern offices Free parking Our client, a rapidly growing, innovative and employee-focused MSP, is seeking a dedicated Service Desk Manager to lead the team in delivering exceptional technical support services. My client focus on modern-day technologies, and promote the use of Cloud and hybrid technology solutions for solving customer issues. Responsibilities Process Management and SLA Reporting Ticket prioritisation and distribution Bright Gauge reporting Customer reports Ticket handling and escalation management Resource allocation and scheduling Oversee the Change Time versus support time communications with customers Ensure 1st line service quality monitoring Serve as the primary point of contact for customer onboarding and offboarding processes Provide support for service review meetings Additionally, you will take charge of Service Desk process management and improvement, engineer and ticket KPIs and rewards, reporting and analysis to inform service enhancements, and the management of approved and disposal device lists for our clients. Monitoring procedures to maintain service excellence. Service delivery experience, with a strong background in IT service, support and project delivery within MSP environments working to the ITIL framework. Ideally working with customers ranging from 40 1000 users. Proven experience in resolving complex service issues and balancing priorities and emotions with customers in an MSP environment. Excellent people management skills with impeccable communication and a methodical approach to troubleshooting. Demonstrate leadership and mentoring experience with a passion for developing team members. Awareness of Cyber Security and best practice, including but not limited to Cyber Essentials and ISO 27001. A thirst for personal development and certification. Business Management skills (beneficial): understanding operations, budgeting and financial management to align IT services with business objectives and budgets.