Service Desk Team Leader - Modern Workplace

Service Desk Team Leader - Modern Workplace

Unique opportunity to join a rapidly expanding, innovative IT Managed Service Provider in a technical and customer facing leadership position.

This business work in partnership with many SMB and Enterprise scale customers, providing IT consultancy and managed services, particularly within the domain of modern workplace, Managed & Cloud Services. Great opportunity to deliver best-in-class, new and emerging technology solutions, to customers who genuinely value the service!

We are looking for a highly skilled and motivated Technical Team Leader to lead and oversee a Modern Workplace service desk team. The ideal candidate will have a strong service delivery background, exceptional leadership skills, and a passion for delivering excellent customer service.

In this role, you will leverage your extensive IT experience to manage technical operations within the Service Desk. Your responsibilities will encompass process management, SLA reporting, ticket prioritisation, reporting, customer reports, ticket handling and escalation management, and the efficient allocation of resources whilst working as a technical escalation for your team. (6 direct reports)

To be considered for this position you will need:

• Proven experience in a similar position within IT services/Manged Services.
• ITIL Certification, with IT Service Management and Improvement experience including SLA/KPI management, Escalation Management, Service Management Reviews etc.
• Building and managing customer relationships, acting as the primary point of contact
• Strong problem solving skills, with the ability to identify opportunities to improve services within accounts.
• A Commercial acumen.
• Strong technical knowledge (3rd Line level) of M365, AVD/Azure, Windows and Citrix.
• To be pragmatic, dynamically minded.
• To be committed to customer service and passionate about Information technology

This is a great time to join the established Service Desk function of this highly reputable IT Service provider, supporting their top tier accounts. This is a business with exceptional staff retention; a mature working environment which values employees, work-life-balance and provides plenty of opportunity for development and progression.

Paying up to £50,000 depending on experience + company benefits

Hybrid based - 2 days based in their Manchester office.