Service Desk Manager (MSP)
Salary £45-55k Bens
Location Northampton
Skills - ITIL, Service Desk, Service Delivery, Technical Services Manager, KPI's. SLA's, Escalations, Incident Management, 1st line support, 2nd Line support, 3rd line support, Network, Servers, Manager, Microsoft365, windows, AZURE, helpdesk manager, Service Delivery Manager, Support Operations Manager, Telco, Unified Comms, MSP, Managed Service Provider
We are looking for a Technical Services Manager / Service Desk Manager to join a leading MSP that is now part of a global 1.5 billion Tech Consultancy who are now looking at substantial growth and at considerable pace. We are looking for an experienced highly motivated ITIL Service Delivery Manager / Support Operations Manager with experience of running / organising a busy IT and Telco Support Desk / ensuring service Delivery is key for this leading Managed Service Provider (MSP) (Microsoft365, . The Service Desk Manager (ITIL) will be a pivotal role based within the Support / helpdesk function - pivotal in proactively managing the retention and growth of existing clients with responsibility for Engineers ranging from 1st to 3rd line support.
The role will require the successful individual to be responsible for the support process, incident management, SLA reporting, call reporting, and the setup and implementation of ITIL service standards across the organisation. As a Service Desk manager / IT Operations Manager you'll be have a strong ITIL Service Desk background ideally with ITIL foundation or ITIL Practitioner certification.
This is not a Technical role but candidates will have a technical / Helpdesk background in a 1st or 2nd line Server and Network support role is essential. You'll currently be in a service deliver / Support Operations Manager role in a high pressure Managed Services provider
Role Definition:-
* Supervise the call workflow of the Service Desk (1st line 2nd line Support) and Technical Consultants (Resource management)
* Ensure the Service Desk adhere to all processes & procedures as detailed in the Best Practice Guide
* Provide support and mentorship to all members of the team - on technical and operational issues.
* Develop and maintain the Incident Management policies, processes and procedures.
* Review the efficiency and effectiveness of the Incident Management process.
* Deal with any breached incidents
* Monitor call lists to ensure all calls are being dealt with effectively and according the service standards
* Ensure analysts utilise the call logging system effectively and efficiently to allow for management information reporting and subsequent trend analysis
* Produce regular team and individual stats for the Service Desk Team Manager
* Contribute to Service Desk team meetings from an incident management perspective
If this role sounds of interest and you pride yourself as being a successful Service Desk Manager with experience of building Tech Support Teams we are keen to hear from you - Apply now with a Word CV for this is an opportunity not to missed and offers super progression