Address
Form of work
SalaryService Desk Manager
Job details
Posted 28 March 2024
Salary £35000 - £40000 per annum
LocationSouthampton
Job type Permanent
Discipline Infrastructure
ReferenceSS-6303-13
Contact NameShaquille Stephenson
Job description
Service Desk Manager
Southampton
£35,000 - £40,000k (DOE)
Digital Waffle is working with a highly successful and fast growing MSP, who are looking for a Service Desk Manager. The ideal candidate will have a strong background in IT support management, excellent leadership skills, and a passion for delivering outstanding customer service.
Responsibilities:
Requirements:
Southampton
£35,000 - £40,000k (DOE)
Digital Waffle is working with a highly successful and fast growing MSP, who are looking for a Service Desk Manager. The ideal candidate will have a strong background in IT support management, excellent leadership skills, and a passion for delivering outstanding customer service.
Responsibilities:
- Manage and oversee the day-to-day operations of the 1st Line Service Desk team.
- Provide leadership, guidance, and support to team members, fostering a collaborative and high-performance work environment.
- Ensure timely and effective resolution of client issues and requests, maintaining high levels of customer satisfaction.
- Monitor Service Desk performance metrics and KPIs, identifying areas for improvement and implementing strategies to enhance efficiency and effectiveness.
- Develop and maintain Service Desk processes, procedures, and documentation to ensure consistency and quality of service delivery.
- Act as a point of escalation for complex or critical incidents, working closely with other teams to facilitate resolution.
Requirements:
- Strong technical knowledge of IT systems, networks, and infrastructure, with proficiency in troubleshooting and problem-solving.
- Excellent communication skills, with the ability to interact effectively with clients, team members, and stakeholders at all levels.
- Proven leadership abilities, including the ability to motivate, coach, and develop a team of support professionals.
- Experience working in a Managed Service Provider (MSP) environment - Ideal.
- ITIL certification - Ideal.
