Service Desk Manager

Service Desk Manager
GBP45,000 - GBP52,000
Bromley, Kent
We are working with an excellent MSP who after internal promotion are looking for a Service Desk Manager to join them, you will manage and own the Service Desk function of the IT Services Division within the company. Ensure the performance of IT support services to Customers within contractually agreed metrics, work with all departments, and all customers on a personal basis, to ensure excellent service delivery.
Responsibilities:
Ownership of all IT problems, incidents and request throughout the lifecycle of the service event.
Responsibility for the technical support engineers, in the office, delivering desktop and server/network support services to customers
Recruitment and Line management responsibility for the Service Desk engineers, undertaking the Service Desk function and department, delivering Customer service excellence to all.
Manage the performance of Service Desk services to Customers, and ensure the Service Levels and agreed metrics are achieved
To understand and adjust to business priorities and allocate/change tasks accordingly within the department
Responsible for all support calls within the call logging system. All calls must follow defined processes and procedures, undertaking and co-ordinating Priority 1 support calls, ensuring customer inclusion throughout
Deliver great teamwork and communication throughout the IT team, motivating the team to create a positive work environment
Rewarding and recognising individuals and promoting development within every team member to ensure optimum performance
Deliver meaningful and accurate Management reporting, regularly, to senior management, ensuring adherence to agreed metrics, and SLAs with the customers
Set achievable goals and targets to ensure the team is motivated and efficient
Support the team by clearing roadblocks when they arise, giving guidance, allowing creative thinking and creating a clear escalation path, ensuring a positive can-do attitude is passed to the customer
Be the primary point of escalation and complaint for Customers
Deliver outstanding customer service, perception and satisfaction to all IT users
Responsibility and maintenance of all IT Asset Inventories and IT facilities
Supervisory and coaching for the whole team, to ensure technical training matrix is developed, and support is given where needed for the daily role and also for developmental areas
Line Management responsibilities, assisted by the IT Services Ops Mgr, for members of the team
Be involved with, and undertake any other duties as requested or required
Skills, Knowledge and Experience:
Essential:
ITIL Foundation accreditation
2-3+ years of Service Desk management experience in a busy MSP environment
5+ years of support engineer 2nd and/or 3rd line support
3+ years experience in leading a team of technical support engineers, in server, network, and cloud technologies
Proven Operational and technical knowledge and experience in Implementing support call resolution and completing known fix / workarounds where appropriate in order to deliver excellence in service levels
Forward thinking strategic knowledge of ITIL processes, to streamline and ensure efficiency of the IT department
Ability to demonstrate proven and great experience in delivering ITIL Service Desk Objectives in a service management capacity, against financial returns
Amazing customer service and communication skills, both written and verbal - displays commitment to resolving problems as quickly as possible, communicating with customer and internal staff at all times
Excellent team player able to contribute ideas and support fellow team members at all times in ensuring a successful, high performing team
Excellent operational experience, in a multi-million-pound business, with proven skills of awareness, and customer activity, and risk.
Ability to demonstrate and ensure the team hold a Can-do, customer-focused attitude, willing to tackle any issues and resolve to seek solutions wherever possible
Proven excellent people team leadership and management skills
Good overall understanding and broad knowledge of emerging IT systems and technologies
Proven experience in Design, implementation, and improvement of ITIL v3 Service Delivery