Service Desk Manager
Birmingham
Service Desk Manager
Location: Birmingham (Hybrid)
Salary: Up to £45,000 (doe)
Are you an IT professional seeking advancement in your career? We are looking for a skilled Service Desk Manager/Team Leader with a strong technical background and 2-3 years of experience in a similar role. This role is pivotal in leading our client's service desk team to deliver exceptional IT support.
Key Responsibilities:
Lead and guide a team of service desk technicians to ensure they provide top-notch and timely support to clients.
Supervise day-to-day service desk operations, ensuring adherence to service level agreements (SLAs) and exceeding client expectations.
Serve as a primary contact for key clients, fostering strong relationships and promptly addressing escalations or concerns.
Continuously evaluate and enhance service desk processes to boost efficiency and client satisfaction, emphasizing team leadership over direct involvement in ticket resolution.
Stay abreast of the latest IT trends and technologies to offer guidance and support to the team and clients.
Requirements:
Demonstrated 2-3 years’ experience ideally in an MSP environment, in a leadership or supervisory role within the service desk.
Proven ability to lead, motivate, and develop IT professionals.
Dedication to delivering outstanding customer service and ensuring client happiness.
Strong grasp of IT systems, networks, and infrastructure, with the capability to troubleshoot and resolve technical issues.
Excellent verbal and written communication skills, enabling effective interaction with clients and internal teams.
Relevant certifications such as ITIL, CompTIA, or Microsoft certifications are advantageous.
If you are a proactive and results-oriented individual with a passion for IT service delivery and team leadership, we encourage you to apply for this opportunity. To be considered, please submit your CV promptly.