Service Desk Manager

Service Desk Manager - London

IT Managed Services

An exciting and ambitious managed service provider (MSP) are looking for a Service Desk Manager to join their team. They provide all areas of IT support to SME clients across a variety of different industries including accounting, finance and legal firms. This is a great opportunity to be involved with some exciting projects as well as gain personal and career development within a fast-growing MSP and a great team.

The client is open minded and willing to consider candidates looking for their next 'step-up', for instance if you are currently working as a team lead/technical lead and wanting to get into service desk management.

In this business critical role, you'll be reporting directly to the Managing Director and taking ownership of a small service desk (circa 5, 1st - 3rd Line, completing around 200 tickets per week) and you'll take responsibility for the overall management of the service desk.

Responsibilities:

• Overall management of the service desk
• Manage relations with their 24x7 outsourced service desk provider
• General team management including conducting 1-2-1s
• Conduct internal investigations
• Take part in recruitment/interviewing for new members of the service desk
• Adhere to ITIL aligned processes and procedures
• ISO9001 and support on 27001

Requirements:

• Previous experience working within IT managed services
• Experience working at team lead/management level
• Strong reporting experience (statistics, feedback, client surveys etc.)
• Experience with Datto RMM and/or ITGlue would be highly beneficial
• Possess a strong technical understanding of infrastructure technologies

50,000 - 60,000 on offer for the right candidate plus numerous other benefits. Hybrid working (3 days per week onsite / 2 days per week WFH)