A leading and expanding IT services provider are looking for a key new hire as the business evolves and continues to take on new customers, to join in a Service Desk Manager / Service Delivery Manager role. Overseeing a small but growing team of analysts and engineers with a focus on network and security products. Technical knowledge in the field would be preferred but not essential, as this is not a hands-on technical role.
The Service Desk Manager will oversee the day-to-day running of the Service Desk and Service Delivery function, ensuring excellent service and resolution of complex issues. You will manage a team of engineers working in a NOC and technical support environment, and also work closely with project implementation / delivery engineers to ensure a smooth transition from project delivery to support of new services.
Key responsibilities include:
Leading, mentoring, and developing the Service Desk team
Managing rotas, workloads, and escalations effectively
Monitoring SLAs and producing detailed performance reports
Driving continuous improvement across service desk processes
Acting as the point of contact for customer escalations
Were looking for someone with experience in a technical service desk environment, ideally with proven management responsibility.
You should have:
Experience working as Service Desk Manager / Team Leader / Service Delivery Manager.
A track record providing excellent leadership of technical support and engineering teams.
Stakeholder management experience
Experience managing SLAs and producing performance metrics
Previous experience driving process improvement and helping a service delivery evolve and become more efficient.
Benefits
25 days annual leave + bank holidays (with option to buy more)
Private healthcare
Annual bonus scheme & pay review
Company pension scheme
Onsite parking
Various employee events and incentives
This role requires NPPV3 clearance, candidates must be able to obtain this to be successful in your application.
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