Are you a true leader looking for an opportunity to make a positive impact?
Are you an operational and performance-driven individual who can ensure first-class customer service?
Working for a fast-growing MSP who is boasting 20% growth year on year, very focused on Networking, they are looking for a Service Desk Manager who can improve the operational performance of a team of 10. You will have direct management of 3 Service Desk Analysts. Your main responsibilities will be to improve documentation, templates, the scope of ticket workload, SLA delivery, ticket responses, and improve the solution ratios.
Responsibilities
* Direct line management of 3 Service Desk Analysts
* Improve the operational performance of a team of 10
* Manage operations and scope of ticket workloads
* Improve delivery of SLAs
* Reduce ticket response times
* Service monthly reviews
* Scheduling of rota
* Recruitment
Key Attributes
* ITIL certified
* Respected but liked
* Experienced
* Ability to lead a team
* Strong character
* Flexible & agile
* Someone who can & will implement change
* Someone who can take accountability
This role requires a Service Desk Manager who can oversee day-to-day activities of the service desk operations to ensure users and clients receive the support they need. This is an exciting time and a chance for the ideal candidate to lead positive change and make a real impact.
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