NRG is proud to partner with a well-established and rapidly growing Managed Service Provider (MSP) in their search for a Service Desk Lead. This is a fantastic opportunity for an experienced IT professional to step into a leadership role, overseeing the day-to-day operations of a dynamic service desk team.
What’s in it for you?
1. Competitive salary & benefits package
2. Career progression in a fast-paced MSP environment
3. Opportunity to lead and develop a high-performing service desk team
Key Responsibilities:
1. Team Leadership: Mentor, coach, and develop a team of IT technicians across IT and Telecoms.
2. Performance Management: Conduct regular evaluations, provide feedback, and ensure high service standards.
3. Service Delivery: Oversee daily service desk operations, ensuring efficient issue resolution and SLA compliance.
4. Customer Satisfaction: Proactively manage expectations and maintain excellent communication with users.
5. Escalation Handling: Resolve complex technical issues efficiently and professionally.
6. Process Improvement: Identify opportunities to enhance service desk efficiency and implement improvements.
7. Incident & Problem Management: Oversee issue lifecycle, conduct root cause analysis, and implement long-term solutions.
8. Collaboration: Work with internal IT teams and external vendors to resolve complex technical problems.
What You’ll Need:
1. Strong understanding of ITIL principles and best practices.
2. Hands-on experience with service management platforms (e.g., ServiceNow, Jira Service Desk, ConnectWise).
3. Solid knowledge of IT infrastructure, including hardware, software, and networks.
4. Excellent communication and interpersonal skills.
5. Ability to work under pressure and manage multiple priorities effectively.
Desirable:
1. ITIL certification or equivalent.
This is an excellent opportunity to take the next step in your career and make a real impact in a growing MSP. If you’re passionate about IT service management and leading high-performing teams, we’d love to hear from you!
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