Service Desk Manager

Service Desk Manager

Location: Newmarket

Salary: £50,000 to £55,000

Working Pattern: Onsite

An opportunity has opened for a Service Desk Manager to join an MSP in Newmarket. The ideal candidate will have a background working at a Managerial level within a Managed Service Provider and have an excellent technical background in IT Support and Service skills from 1st line to 3rd line.

They are looking for someone that has managed SLAs for customers and has managed a team of service delivery team members.

Service Desk Manager Key Skills:

• Experience as a Service Desk Manager or Lead position
• Managed Service Provider (MSP) experience
• Hands on 1st line to 3rd line support
• Experience of SLA management
• Team management experience
• Experience of introducing new processes to drive continuous improvement
• Understanding of SME technologies (Microsoft 365, Azure, networking, firewalls etc)

Service Desk Manager Responsibilities:

• Managing and leading the service desk team of a mixture of 1st, 2nd and 3rd liners
• Conduct reviews and suggest ways to improve
• Leading and implementing SLAs
• Monitor and manage SLA performance and drive team to improve efficiency
• Be a key senior escalation contact for clients for any problems

If you could be interested in finding out more about the role as a Service Desk Manager, please apply with your latest CV.