Service Desk Manager - Gbp 45000

As a Service Desk Manager, you will play a pivotal role in leading our London-based team of technical Service Desk engineers. Reporting to the Head of Managed Services, you will collaborate closely with our Service Desk leaders to ensure the seamless delivery of our global 24/7 operations. The ideal candidate will be an established, people-oriented professional with a proven track record of leading teams to deliver exceptional customer service.

Responsibilities:

Team Leadership:

* Lead, motivate, and empower the team to deliver best-in-class service aligned with ITIL best practices.
* Coach, mentor, and manage the team's development, performance, and well-being.
* Foster a customer-obsessed culture and maintain strong client relationships.
* Promote continuous learning and innovation within the team.
* Assess the team's capabilities and identify areas for improvement.
* Collaborate with other teams to ensure cross-functional collaboration.
* Advocate for the Service Desk as a core business asset to senior management.

Operations and Service Delivery:

* Evaluate and refine Service Desk KPIs and ticket management processes.
* Allocate tickets effectively among teams to optimize efficiency.
* Escalate and resolve client queries promptly and efficiently.
* Review and enhance existing operational practices and processes.
* Identify and pursue client growth opportunities in collaboration with the sales team.
* Provide regular reports on client health and Service Desk performance.
* Drive continuous improvement of the customer journey and service delivery.
* Inform senior management of Service Desk issues and provide data-driven suggestions for improvement.

Qualifications, Experience, and Skills:

* Bachelor's degree or equivalent hands-on experience.
* Proven experience managing Service Desk operations, preferably in an MSP environment.
* Excellent knowledge of IT service management principles and ITIL practices.
* Demonstrated success in managing and developing teams within a customer service-focused business.
* Strong communication skills, both verbal and written.

About the Ideal Candidate:

The ideal candidate for this role is a credible and inspiring leader with a positive attitude and the ability to motivate others. They should be team-oriented and customer-centric, with a natural inclination towards problem-solving and organization. Adaptability to a fast-changing technical environment and a commitment to fostering an inclusive and collaborative workplace are essential qualities.

What We Offer:

* Competitive salary plus performance bonus.
* Sponsored professional development, including leadership training.
* 30 days holiday
* Paid travel to the office for employees working on designated days.
* Day off on your birthday.
* Enhanced family-friendly schemes.
* Private medical insurance, group income protection, and life insurance.
* Pension scheme, company sick pay, and compassionate leave.
* Employee Assistance Programme.
* IT Purchase scheme and Cycle to Work scheme.

Become part of a dynamic team dedicated to delivering excellence in service and fostering a supportive work environment for all employees.

Application Instructions:

Apply directly, or send your full CV to Connor . thomas @ intechnologygroup . com.
You can also reach me on (phone number removed)]

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.