Senior Service Desk Manager (1St/2Nd Line - Professional Services)

Senior Service Desk Manager (1st/2nd Line - PROFESSIONAL SERVICES)

Up to £85,000 plus EXCELLENT bonus and benefits

Hybrid working available

Due to exciting business growth a fantastic opportunity has arisen to join a highly regarded PROFESSIONAL SERVICES company in London, as they seek a highly skilled and motivated Senior Service Desk Manager to lead their 1st/2nd Line support team. As the Senior Service Desk Manager, you will play a pivotal role in ensuring the smooth operation of their Service Desk functions. You will lead a team of talented professionals responsible for providing timely and effective technical support to our clients. This role encompasses both strategic leadership and hands-on management of day-to-day Service Desk activities.

Key Responsibilities of the Senior Service Desk Manager to include:

• Lead and mentor a team of 1st/2nd Line support technicians, fostering a culture of excellence and continuous improvement.
• Develop and implement Service Desk policies, procedures, and best practices to optimize efficiency and customer satisfaction.
• Oversee the resolution of escalated technical issues, ensuring timely and effective responses to client inquiries and incidents.
• Collaborate with cross-functional teams to identify and address root causes of recurring issues, driving long-term service improvement.
• Monitor Service Desk performance metrics and KPIs, providing regular reports and analysis to senior management.
• Stay abreast of industry trends and emerging technologies, recommending innovative solutions to enhance service delivery.

Requirements for the successful Senior Service Desk Manager:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Excellent knowledge of Microsoft and Wintel
• Strong troubleshooter experience.
• Proven leadership experience in a Senior Service Desk management role, with expertise in both 1st and 2nd line support.
• Effective communication skills, both written and verbal.
• Previous experience working within PROFESSIONAL SERVICES is essential

What's in it for you:

• Hybrid working: offering you the freedom to balance work and home life.
• Supportive Team Environment: Joining a dynamic and inclusive team environment, you will be a valued member, and will be able to contribute and make a difference
• Fantastic benefits package: Be truly valued by a company who provide their staff with an exceptional benefits package. This includes 25 days Annual Leave, Private Medical cover, delicious and complimentary breakfasts, a vast area of events and activities and MUCH MORE
• Exciting and dynamic industry: Join a hugely dynamic industry, where things are ever-changing. Working to assist the founder, you will be right at the heart of this, and will get a true insight into this exciting world!

This vacancy is being advertised by Montpellier Resourcing Associates Limited. The services advertised by Montpellier Resourcing Associates Limited are those of an Employment Agency.