Service Desk Manager - £55,000 - £65,000 + 10% bonus - London/Office based.

Service Desk Manager - £55,000 - £65,000 + 10% bonus - London/Office based.

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?
Want to make your mark in an amazing MSP?

This is a brilliant role to lead an amazing team of support/field engineers in a great MSP based in London. They're a strong unit with strong culture and have strong focus on Microsoft technologies.

Responsibilities

• Direct line management of 1st - 3rd Line Engineers + 3 Field Engineers
• Improve the operational performance of team
• Ability to inspire and understand different people - tailor your management style
• Excellent communicator - be liked and respected
• Use metrics and KPIs to assess performance and drive improvements
• Build and develop a cohesive team; manage people effectively through coaching and instilling the right behaviours
• Train the service desk team on how to deliver outstanding customer experience
• Perform skills analysis, identifying technical training needs across the team
• Act as a senior escalation point for complex support issues; take ownership and drive to resolution
• Monitor SLAs, optimise KPIs and service metrics to drive high performance and outstanding customer satisfaction
• Partner with the Malaysian teams to ensure consistent, high-quality global service operations overall.
• Experience managing a busy service desk in an MSP environment
• Experience of IT service management frameworks (eg, ITIL)
• Strong grasp of Microsoft-based technologies
• Commercial awareness: able to collaborate with sales and account teams to identify value-add opportunities

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.

Service Desk Manager - £55,000 - £65,000 + 10% bonus - London/Office based.