Overview
Join to apply for the Service Desk Manager role at PROMOTOURSPAIN.
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
* 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.
Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
* Industries: IT System Training and Support
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