Job Reference: BBBH42882
Job Duration:
Start date: ASAP
Description:
Service Desk Manager - £56k Package - MSP
Role: Service Desk Manager
Location: Peterborough
Salary: up to £56,000
Industry: MSP
Are you a passionate Service Desk Manager looking for the next step in your career?
Do you want the opportunity to work for a fast-growing MSP who prioritise staff training and progression?
Do you have experience of managing teams and helping grow staff?
Then this may be the role for you!
Client:
Concept IT are looking for a ServiceDesk Manager to work for a busy MSP based in Peterborough. My client provides a busy service desk to customers all over the UKand due to a sustained period of growth are looking to expand their IT team.
Key Responsibilities
* Management andleadership of all aligned Service Desk Team Leaders - 121s, PMPs, ad hoc support and guidance, coworker development
* Undertake regular and routine strategic planning sessions with aligned Team Leaders and teams to understand requirements and capabilities to deliver contractual SLAs. Present requirements to management for review
* Enablement of Team Leaders to undertake their role successfully and ensure their teams can deliver against customer SLAs
* Ensure rota management and resourcing is fit for purpose
* Drive all aligned Service Desk teams towards proactive incident, request and queue management on a 24/7 basis
* Provide a senior level escalation point for aligned customers and internal management
* Play an active role in the escalations and complaints process to ensure the Service Desk always provides a swift and highly effective resolution of issues across alignedService Desk sub teams and wider teams when required
* Identify service improvement areas across the Service Desk
* EnsureSI initiatives are identified and logged with the SI team
* Work collaboratively and responsively with the Service ImprovementTeam to drive continual service improvement across the Service Desk. Actively participate in SI initiatives and ensure alignedteams do the same
* Contactable and diligent outside of core working hours for Team Leader support and guidance
* Carry outad hoc project work for Management
* Be responsive to and assist SDMs with service improvement requirements (customer onsite facing meetings may be required from time to time)
* Work consistently an collaboratively with counterpart Service Desk Managers to drive consistent quality across the Service Desk
* Drive professionalism across the Service Desk at all times
* Produceand deliver KPIs for aligned teams
Technical Requirements
The following technical competencies are desirable but not essential:
* Experience of Service Desk Management for 3-5 year preferably within an MSP
* A strong understanding ofIT Service Desk principals is key
* Proven people management and leadership skills
* A good understanding of all of ServiceOperational departments, systems, processes and tools is desirable
* A strong understanding of the ITIL lifecycle
Person Specification
* Highly motivated self-starter with ability to work with all hierarchical levels
* Passionate about what they do and making a difference
* Exceptional problem solving skills with an ability to multitask and manage multiple work streams and problems simultaneously
* Demonstrates a positive, proactive, results driven approach
* An enthusiastic individual with a passion to lead, develop and contribute
* Able to demonstrate adaptability in response to changing needs and priorities* Tolerant and dependable under pressure. Able to work to deadlines.
* Has a professional 'can do' attitude and approach
* Aleader who can manage and inspire
Industry: IT
Salary: £35000 - £55000 per annum
Salary Benefits:
Vacancy Type: Permanent
Job Skills: -
Contact Name: Jack Bannister
Website: -
Direct Application URL: -