Overview
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.
Responsibilities
* 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
Qualifications
* 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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