Help Desk/Service Manager
Salary: £35,000 - £38,000 + Benefits
Location: Liverpool
Our client is a well-established Managed Service Provider looking for an experienced Service Desk Manager to join their team on a full-time onsite basis.
You will be responsible for overseeing the daily operations of the service desk team, ensuring efficient and high-quality support for clients. This role involves managing a team of 2 helpdesk operatives and engineers, handling escalations, maintaining SLAs, and creating processes to improve service delivery. The ideal candidate will have strong leadership skills, a deep understanding of service practices, and experience in managing support in an MSP/facilities environment.
Key Responsibilities:
1. Lead and manage the service desk team, providing guidance, training, and performance evaluations.
2. Ensure timely resolution of client issues and adherence to SLAs.
3. Handle escalations and complex technical issues, coordinating with other teams as needed.
4. Monitor and report on service desk performance, implementing improvements as necessary.
5. Develop and maintain documentation, procedures, and knowledge bases.
6. Collaborate with account managers to understand client needs and ensure customer satisfaction.
7. Stay updated on industry trends and technologies to continuously enhance service desk operations.
Key Skills:
1. Management and/or Senior IT experience
2. Excellent organizational skills
3. Adhering to SLAs/KIPs (response time)
4. Experience of bit change and concept packages.
Please apply now for immediate consideration.
In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
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