Service Desk Manager
- Hiring Organisation
- Proactive Appointments
- Location
- Walton-on-thames, Surrey, United Kingdom
- Employment Type
- Permanent
- Salary
- GBP 50,000 - 60,000 Annual
Monitor KPIs, SLAs and customer satisfaction Act as the escalation point for technical and customer issues Ensure high standards of ticket quality, documentation and ITIL practices Drive service improvement, efficiency and first-time fix rates Produce service performance reports for senior management Work closely with technical and account management teams … About You 3+ years' experience managing an IT Service Desk within an MSP Experience managing a team of 6-8 engineers Strong knowledge of ITIL, SLAs, KPIs and service management Experience handling escalations and major incidents Good knowledge of Microsoft 365, Entra ID, Azure, Intune and MDM Good networking fundamentals ...