My client is a privately owned, ethical provider of IT and Cloud services, headquartered in the UK with a global reach. For over 16 years, they have been delivering innovative, secure, and cost-effective technology solutions and services to a diverse range of industries. Their forward-thinking approach, combined with a strong commitment to customer service and long-term partnerships, has positioned them as a trusted advisor in the IT services space As the Service Desk Manager, you will provide strategic leadership to a dynamic team of 1st, 2nd, and 3rd line support engineers (team of 5). Your role will be pivotal in driving operational excellence, cultivating a culture of continuous improvement, and ensuring the consistent delivery of exceptional customer service. You will align service delivery with organizational goals, effectively manage stakeholder expectations, and contribute to the ongoing enhancement of their IT service management practices.
Proven experience managing a multi-tiered IT support team (1st to 3rd line)
Strong leadership and team management skills
Demonstrated hands-on technical expertise across a broad range of IT systems and infrastructure, including end-user support, networking, cloud platforms (e.g., Microsoft 365, Azure), and enterprise tools
Prior experience in customer-facing or MSP (Managed Service Provider) environments
Experience managing SLAs, KPIs, and producing regular service performance reports
Extensive experience in delivering exceptional customer service within an IT support environment, with a strong focus on user satisfaction, empathy, and clear communication
Self-audit all work and ensure it meets all applicable technical and operational quality standards
Demonstrated proficiency in using Service Desk management tools, such as FreshService, to streamline IT service operations and enhance support efficiency
Any Microsoft\AWS Certifications
Experience with remote monitoring and management (RMM) tools
ITIL Intermediate or Expert Level certification
Company pension
Private medical Insurance (after qualifying period)
Salary sacrifice Employee discount scheme
Company events
Free parking
Qualifying share options scheme
Company car scheme