Service Desk Manager

Service Desk Manager

Are you a true leader looking for an opportunity to make a positive impact?

Are you an operational and performance-driven individual who can ensure first-class customer service?

Working for a fast growing MSP who is boasting 20% growth year on year. Very focussed on Networking they are looking for a Service Desk Manager who can improve the operational performance of a team of 10. You will have direct management of 3 Service Desk Analysts. Your main responsibilities will be to improve documentation, templates, the scope of ticket workload, SLA delivery, and ticket responses and improve the solution ratios.

Responsibilities

- Direct line management of 3 Service Desk Analysts
- Improve the operational performance of a team of 10






- Mange operations and scope of ticket workloads
- Improve delivery of SLA’s
- Reduce Ticket response times
- Coordinate Team meetings
- Improve documentation
- Improve project handover into support portal
- Service Monthly reviews
- Scheduling of rota
- Recruitment

Key Attributes

- ITIL certified
- Respected but liked
- Experienced
- Target, performance & results driven
- Ability to lead a team
- Strong Character
- Flexible & agile
- Someone who can & will implement change
- Someone who can take accountability

This role requires a Service Desk Manager who is can oversee day to day activities of the service desk operations to ensure users and clients receive the support they need. This is an exciting time and a chance for the ideal candidate to lead positive change and make a real impact.

Please hit the button to Apply and/or call Will Martin at InfraView 0203 950 9977 for further info.

If this role is not for you, register with us letting us know your preferences and we will be in touch when the right role comes in.