Overview
As IT Service Desk Manager you will be responsible for ensuring the delivery of high-quality IT services to our clients. You will oversee business as usual service operations, conduct client service reviews with our commercial team, build client relationships, and highlight and contribute to continuous improvement initiatives to enhance service performance and customer satisfaction.
Who We Are
Mintivo is a Cloud-first Managed IT Service Provider based in Lackock, Chippenham. We partner with our clients to enhance productivity, strengthen cybersecurity, and drive digital transformation across a wide range of sectors. Our team of IT professionals is passionate about leveraging technology to solve real-world challenges, ensuring our clients can operate efficiently, securely, and without disruption. At Mintivo, we believe in creating a positive impact through technology, investing in our people, and fostering a culture of continuous improvement, collaboration, and customer-centric service.
What We Offer
* Salary up to £50,000 per annum, experience based and benchmarked in our industry and region
* Private Healthcare
* Unlimited holiday
* Performance and salary reviews
* Enrolment into the Mintivo Academy, aimed on your training and development needs with time available to complete during working hours
* Access to online courses, work related plus more, all at your fingertips
* Auto Enrolment pension scheme
* Staff and Customer referral scheme
* Great working atmosphere and balanced work environment – we are high performance and we take good care of each other
* Employee socials and events run by our Social Committee
* On site lounge area and Minchester bar
* Lots of cake and fruit
* And of course, you get to work for a fast-growing, modern, market leader like us!
This is a fantastic opportunity to join a welcoming, dynamic company offering a great culture and the chance to build a successful career.
Main Duties
* Oversee day-to-day service operations ensuring SLAs, KPIs, and contractual obligations are met.
* Lead the 1st, 2nd and 3rd line technical teams, with team leads, to ensure timely resolution of incidents and service requests.
* Monitor service performance through key performance indicators (KPIs) and produce regular reports for internal use, and client review.
* Act as incident manager for all P1 incidents and service requests.
* Act as the primary point of contact for assigned clients regarding service delivery.
* Conduct regular service reviews with clients and maintain strong client relationships.
* Be the point of escalation for complaints and to ensure prompt resolution of service issues.
* Lead and mentor service desk and support teams.
* Conduct regular one-to-ones and annual reviews with your direct reports, setting and managing KPI’s and individual objectives.
* Manage staffing, training, and development to ensure a knowledgeable and capable team.
* Lead monthly service team meetings.
* Lead of culture where individual and team recognition is rewarded.
* Collaborate with project managers, account managers, and technical leads to ensure seamless service integration and customer experience.
* Work closely with other departments to align service operations with overall business goals.
* Act as a liaison between service desk and senior management to communicate performance metrics and service improvements
* Drive ITIL based service management best practices across the organisation.
* Analyse existing processes to identify areas for improvement and work with the Head of Customer Experience to implement changes to enhance efficiency and customer experience and prevent recurrence.
* Support onboarding of new clients and services.
* Ensure adherence to security, compliance, and governance standards.
* Participate in audits and risk assessments related to service delivery.
Essential Skills & Experience
* Proven experience in IT service management within an MSP or similar environment.
* Strong understanding of ITIL framework (ITIL certification V4 required).
* Excellent communication and stakeholder management skills.
* Experience with service management tools.
* Ability to manage multiple clients and priorities effectively.
* Strong analytical and problem-solving skills.
Qualifications
* Experience with ISO 27001 and 9001 or similar quality certifications.
* Technical background in infrastructure, cloud, or networking.
Who You Are
Excellent customer service is at the heart of what we do – you have an enthusiastic “can do” attitude who will be a welcomed addition to a positive team in a great environment. You have a willingness to learn from others while striving to benefit and add value for our customers. You will be keen to learn and progress.
Notes
37.5 hours a week Mon-Fri. Due to the nature of the job some occasional work at weekends and outside of normal hours may be required. Travel to customer sites may be required so the ability to travel as and when required needs to be considered. This role requires a DBS and BPSS security checks.
To Apply
If this role sounds like you, be sure to apply. We’re asking for an up-to-date CV and short cover letter telling us why you’re interested and how you think you’re a good fit. We can’t wait to meet you.
Mintivo Ltd are committed to securing the best talent regardless of gender, race, religion, age, sexual orientation, marital status, disability or any other characteristic that makes you, you.
Please only apply if you have the Right to Work in the UK. Please note that we will do our best to reply to all applicants but if you have not heard from us within two weeks of applying, then feel free to give us a nudge! Recruiters are not required at this time.
Talent Team at Mintivo
recruitment@mintivo.co.uk
About Us
Who we are Mintivo is a Cloud-first Managed IT Service Provider based in Chippenham. Mintivo has grown +50% year on year. We have assembled a strong Board of Directors and Senior Leadership Team; built an incredible workforce, and have an extremely high reputation, winning multiple awards since our launch in 2018. With customers in a variety of sectors, this role is a fantastic opportunity to join a high-growth organisation that truly values both employees and customers as well as providing a huge amount of future career opportunities.
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