Service Desk Manager

Posted 17 May 2024
Salary £35000 - £40000 per annum
Job type Permanent
Discipline Infrastructure ​
Contact NameShaquille Stephenson

Job description

Service Desk Manager

£35,000 - £40,000k (DOE)

Digital Waffle is working with a highly successful and fast growing MSP, who are looking for a Service Desk Manager. The ideal candidate will have a strong background in IT support, leadership experience, and a passion for delivering outstanding customer service.

  • 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.

  • 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.