Service Desk Manager

Location: Shoreham-By-Sea, West Sussex Salary: £35000 - £50000 per annum
Sector: IT & Telecoms Specialism:
Type: Permanent Contact: Nick Walmisley

Service Desk Manager - £37,000 - £50,000

If you have MSP experience, and management experience then this Service Desk Manager role is ideal for you. In this role you will manage the day to day running of Service Desk dealing with multiple technologies. It will be a duty of yours to identify best methods for first contact resolution, and you will also share your knowledge to help train 1st line staff.

The Role:

  • Ensuring all Service Desk staff are adhering to service level targets and escalating tickets where required
  • Establish best practices through the entire technical support process within Service Desk
  • Continuously look to Improve the processes for ticket flow to improve the efficiency and reduce resource per ticket, liaising with other leads/managers to ensure the process joins correctly within the function
  • Recruit, train, coach and mentor Technical Support Advisors (1st line) including career development with personal development plans, performance and potential
  • Contribute to improving customer support by actively responding to queries and handling complaints and advising Service Desk on best practice for incident management
  • Work closely with Service Desk Manager (2nd & 3rd Line) in order to advise best practice for ticket resolution processes/incident management
  • Manage the daily running and ticket flow of the Service Desk
  • Use the data analysis provided for the Service Desk to ensure productivity and highlight areas for improvement
  • Define and be responsible for ensuring the escalation paths are adhered to for the following categorise; Customer, Supplier, Technical, Commercial

Skills Required

  • Service Desk Manager experience
  • Proven people management skills, working with SLTs, Service Levels and KPI's
  • MSP environment experience
  • Strong customer service skills and ability to develop teams
  • ITIL qualification/Knowledge Desirable
  • Strong Technical Skills with Windows, Exchange, Office 365, VMware and Networking Technologies
  • Experience with a range Service Desk Monitoring tools

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. Privacy Policy. Equal Opportunity and Diversity Policy.

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