2nd Line Support Engineer

2nd Line Support Engineer
Southampton
£35,000 - £40,000k (DOE)

Digital Waffle is working with a highly successful and fast growing MSP, who are looking for an experienced engineer looking to step up into a Service Desk Manager. The ideal candidate will have a strong background in IT support management, excellent leadership skills, and a passion for delivering outstanding customer service.

Responsibilities:

• Manage and oversee the day-to-day operations of the 1st Line Service Desk team.
• Provide leadership, guidance, and support to team members, fostering a collaborative and high-performance work environment.
• Ensure timely and effective resolution of client issues and requests, maintaining high levels of customer satisfaction.
• Monitor service desk performance metrics and KPIs, identifying areas for improvement and implementing strategies to enhance efficiency and effectiveness.
• Develop and maintain service desk processes, procedures, and documentation to ensure consistency and quality of service delivery.
• Act as a point of escalation for complex or critical incidents, working closely with other teams to facilitate resolution.

Requirements:

• Strong technical knowledge of IT systems, networks, and infrastructure, with proficiency in troubleshooting and problem-solving.
• Excellent communication skills, with the ability to interact effectively with clients, team members, and stakeholders at all levels.
• Proven leadership abilities, including the ability to motivate, coach, and develop a team of support professionals.
• Experience working in a Managed Service Provider (MSP) environment - Ideal.
• ITIL certification - Ideal.