Service Desk Manager
Northern Manchester – Flexible & Hybrid
Up to £55,000 + Benefits
The client
We are fortunate to be working with this North Western VAR who specialises in Managed IT, Cloud, and Telephony services for businesses and educational institutions. With over 30 years of industry expertise, it emphasizes exceptional customer service and support. Operating from multiple offices, it values honesty and integrity in client relationships, ensuring consistent service by assigning dedicated engineers who build strong connections with customers and understand their unique needs.
The role
The role involves leading service and operations teams to swiftly resolve technical issues and enhance service quality. The Service Desk Manager will collaborate with customers to ensure efficient IT and Telecom systems that meet service-level expectations. Responsibilities include managing vendor relationships and driving customer satisfaction through proactive support and clear communication. Candidates should possess a mix of technical expertise and management experience, with a strong focus on improving IT and Telecom services.
The candidate
* 3+ years of experience in service desk management within the IT services industry (VAR or MSP).
* Strong understanding of IT products and services particularly: Microsoft Suite / Infrastructure (S&R, Security, Wireless, Virtualisation etc.) / SaaS i.e. Sage, CCH, IRIS etc.
* Exposure to ISO 27001 would be highly advantageous.
* Excellent verbal and written communication skills, with the ability to liaise effectively with both technical and non-technical stakeholders.