Service Manager - GBP50-55K - Chorley (Hybrid role)
My client is looking for a Service Manager to join and lead our Managed Service support desk. This role requires an individual with previous experience managing a support team within an IT MSP. In this role, you will ensure 1st, 2nd & 3rd line engineers deliver exceptional customer experience. This role will also require someone with experience building out a Service Desk Team.
Duties & Responsibilities
1. Team Management: Manage 1st, 2nd & 3rd line team.
2. Service Delivery: Ensure our support teams consistently exceed customer expectations, maintain high satisfaction levels, and meet or surpass agreed service level agreements.
3. Service Level Agreements: Monitor & report on agreed SLAs.
4. Client Onboarding: Collaborate with Sales & Project Delivery to ensure a smooth transition for new customers, providing clear communication.
Skills & Knowledge
Essential
* MSP Management Experience.
* Solid Technical background.
* Strong commitment to deliver exceptional customer service.
* Ability to adapt to changing and evolving technologies and processes.
* ITIL Certification, Microsoft 365 or Azure Certifications.
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