Service Desk Manager
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This role requires a strategic leader who can drive operational excellence and cultivate a culture of continuous improvement within an IT support team.
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* A strong leadership background, preferably with experience in managing multi-tiered IT support teams (1st to 3rd line)
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Key skills include excellent interpersonal and communication skills, the ability to understand and escalate complex technical issues, and drive process improvements and automation initiatives. Experience in customer-facing or MSP environments is also desirable. Furthermore, the ideal candidate should have demonstrated proficiency in using Service Desk management tools to streamline IT service operations and enhance support efficiency. Additionally, expertise in cloud platforms, such as Microsoft 365 and Azure, would be beneficial.
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About this Role:
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As a Service Desk Manager, you will provide strategic leadership to a dynamic team of IT support engineers, driving operational excellence, and cultivating a culture of continuous improvement. You will align service delivery with organizational goals, effectively manage stakeholder expectations, and contribute to the ongoing enhancement of IT service management practices.
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Responsibilities:
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• Provide strategic leadership to a dynamic team of IT support engineers
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• Drive operational excellence and cultivate a culture of continuous improvement
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• Align service delivery with organizational goals
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• Effectively manage stakeholder expectations
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• Contribute to the ongoing enhancement of IT service management practices
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Requirements:
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• Proven experience managing a multi-tiered IT support team
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• Strong leadership and team management skills
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• Demonstrated hands-on technical expertise across a broad range of IT systems and infrastructure
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• Ability to understand and escalate complex technical issues
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• Excellent interpersonal and communication skills
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• Ability to drive process improvements and automation initiatives
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• Prior experience in customer-facing or MSP environments
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• Demonstrated proficiency in using Service Desk management tools
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• Expertise in cloud platforms, such as Microsoft 365 and Azure
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Benefits:
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We offer a competitive salary package, including a company car scheme, company pension, private medical insurance, relaxed dress code, employee discount scheme, and more. If you are a motivated individual with a passion for delivering exceptional customer service, please apply.
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