Title: IT Service Desk Manager
Location: Office based - Principal location Kent but may be required to work at other company customer sites.
Reporting to: Service Operations Manager
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Role:
* To manage and own the Service Desk function of the IT Services Division within the Company
* To ensure the performance of IT support services to customers within contractually agreed metrics
* Work with all departments, and all customers on a personal basis, to ensure excellent service delivery
* Responsible and accountable for the daily operational running of the service desk team of approximately 10 Engineers
Skills, Knowledge and Experience:
Essential:
1. ITIL Foundation accreditation
2. 2-3+ years of Service Desk management experience in a busy MSP environment
3. 5+ years of Support Engineer experience at 2nd and/or 3rd line support
4. 3+ years’ experience in leading a team of technical support engineers, in server, network, and cloud technologies
5. Proven Operational and technical knowledge and experience in Implementing support call resolution and completing known fix / workarounds where appropriate in order to deliver excellence in service levels
6. For...