Job Openings Service Desk Manager

About the job Service Desk Manager

An exciting new opening for a Service Desk Manager with a multi-award winning growing company that specialises in providing best in class IT services to the Finance Sector in the UK and globally.   

Location: Home based / London / Hemel Hempstead

Salary: up to £50k • 31 days annual leave• Shift and onsite incentives • Overtime income • Private Health Insurance • Cinema Tickets • Gym Membership • Social Events • Training • Cycle 2 work scheme • Pension • Access to discounted Hardware and Software


Role Outline
For this role we are looking for a Service Desk Manager who will be responsible for managing a team of Engineers (1st to 3rd line) ensuring the successful delivery of support and client interaction with our clients globally.

We are looking for someone with previous experience in an IT Solution Provider or MSP environment, have in-depth knowledge and the hunger to learn and continually progress yourself.

The successful candidate must have a strong, proven, track record of managing a Service Desk in a fastmoving client led environment ensuring SLA’s and processes are adhered to.

A strong communicator with the ability to challenge.

Candidates will also display commercial acumen that enables them to identify and convert revenue opportunities.

What you will need to succeed
Key Responsibilities:
• Responsible for leading, managing and motivating the Service Desk team of 10 Engineers (1st to 3rd line Engineers)
• Performance Management, ensuring incident queues are kept up-to-date and users regularly informed of progress
• 1-to-1 and regular group meetings with your team
• Identifying training needs and managing progression plans
• Identifying and filling skill gaps identified within the team
• Monitor service levels to ensure they are exceeding standards set in SLAs
• Creating and Managing engineer KPis
• Work closely with Client Relationship team and Directors
• Managing and ITIL and ISO27001 certified environment
• Managing Staff Rota and Holidays
• Overseeing Triage, Alerts, Escalations, Dispatching
• Regular communication with clients and key internal stakeholders to report on progress and manage relationships both externally and internally
Required Skills
• Have over 5 years’ experience working for an IT Consultancy / Managed Service Provider (MSP)
• Have experience managing, leading, and motivating a team of at least 10-25 IT Engineers
• Understanding Managed Service Provider functions and setting KPIs
• A thorough knowledge of service desk operations and using call logging systems
• Experience of working in an ITIL environment
• ITIL Foundation Certificate required
• Experience of working with incident, service request and problem management processes
• Ability to identify and develop solutions to enhance and maintain IT services
• Have great IT Support technical skills gained on a busy service desk and ideally have worked up
to the level of a 3rd Line Engineer (so you have good technical skills with Desktop, Servers,
Networks, Security etc.)
• Lives the values of Honesty, Expertise, Approachable, Results and Teamwork
• Strong and consistent leadership
• Superlative verbal and written communication skills, with the ability to adapt style to relevant audience
• Strong organisation skills and effective time management skills
• Able to resolve conflicts and build a supportive environment within the Service Desk
• Able to lead internal and external stakeholder groups and influence to achieve win-win outcomes
• Ability to maintain a positive attitude and calm demeanour when under high pressure
• High degree of diligence and professionalism and meticulous attention to detail
• Personable, with an ability to quickly build rapport and trust

Interested, please apply now we will be happy to recommend you!