Service Desk Manager

Service Desk Manager

Location: Birmingham (Hybrid)

Salary: Up to £45,000 (doe)

Are you an IT professional seeking advancement in your career? We are looking for a skilled Service Desk Manager/Team Leader with a strong technical background and 2-3 years of experience in a similar role. This role is pivotal in leading our client's service desk team to deliver exceptional IT support.

Key Responsibilities:

• Lead and guide a team of service desk technicians to ensure they provide top-notch and timely support to clients.
• Supervise day-to-day service desk operations, ensuring adherence to service level agreements (SLAs) and exceeding client expectations.
• Serve as a primary contact for key clients, fostering strong relationships and promptly addressing escalations or concerns.
• Continuously evaluate and enhance service desk processes to boost efficiency and client satisfaction, emphasizing team leadership over direct involvement in ticket resolution.
• Stay abreast of the latest IT trends and technologies to offer guidance and support to the team and clients.

Requirements:

• Demonstrated 2-3 years’ experience ideally in an MSP environment, in a leadership or supervisory role within the service desk.
• Proven ability to lead, motivate, and develop IT professionals.
• Dedication to delivering outstanding customer service and ensuring client happiness.
• Strong grasp of IT systems, networks, and infrastructure, with the capability to troubleshoot and resolve technical issues.
• Excellent verbal and written communication skills, enabling effective interaction with clients and internal teams.
• Relevant certifications such as ITIL, CompTIA, or Microsoft certifications are advantageous.

If you are a proactive and results-oriented individual with a passion for IT service delivery and team leadership, we encourage you to apply for this opportunity. To be considered, please submit your CV promptly.