* Pay up to £60,000 (depending on experience)
* Based in the City of London
* Managed Service Provider background (preferred)
Our client, an award-winning IT MSP based in the heart of the City of London, is responsible for supporting some of London's top financial clients. They are looking for an experienced service desk manager to join their team and eventually take responsibility for a team of excellent engineers.
Whilst reporting into the Head of Support, you will be responsible for overseeing the life-cycle management of service incidents, requests, and changes. Acting as a technical escalation point, you will ensure the delivery of high-quality IT services to internal and external partners.
Role and Responsibilities:
* Team Leadership: Lead and mentor a team of Technical Engineers, fostering a positive and collaborative work environment. Conduct regular team meetings, performance reviews, and provide ongoing coaching and development opportunities.
* Process Improvement: Identify opportunities for process optimisation and efficiency gains within the Service Desk. Work with the Head of Support Services to build and implement processes across the business to drive improvements and continual service improvement initiatives.
* Service Quality and Customer Satisfaction: Monitor service quality standards, ensuring that service level agreements (SLAs) are consistently met or exceeded. Review and maintain ongoing Staff KPIs and goals. Implement strategies to enhance customer satisfaction and ensure timely and effective communication with clients.
* Incident and Problem Management: Oversee the resolution of incidents and problems, ensuring timely and effective responses. Analyse incident and problem trends to implement preventative measures.
* Documentation and Knowledge Management: Ensure comprehensive documentation of processes, procedures, and solutions. Work with our Infrastructure Management Team to continue building their Knowledgebase systems and foster a culture within the team of documenting quality notes and resolution records.
* Technical: Act as an internal escalation for your support engineers, taking ownership of key issues and handling VIP communications and issues from our Relationship Management team.
Technical Areas:
* Office 365
* Windows
* AD
* Exchange
* Cisco
Don't miss out on this amazing opportunity - apply now with your most up-to-date CV!
#J-18808-Ljbffr