Service Desk Manager

Job Description

Job Title:Service Desk ManagerLocation: LeedsSalary:Up to £50,000 per annumSkills: ITIL, MSP, Service Desk, IT LeadershipMy client is a leading Managed Service Provider (MSP) that specializes in delivering top-notch IT solutions to businesses across various industries. With a strong commitment to excellence, we have built a reputation for providing unparalleled technical supportand innovative solutions to our clients. We are now seeking a talented and experienced Service Desk Manager to join our dynamic team and drive our service desk operations to new heights.Position Overview:As a Service Desk Manager, you will play a crucial role in overseeing and optimizing the service desk operations. You will be responsible for managing a dedicated team of infrastructure engineers, technical experts, and pre-sales/project delivery staff. Thisrole is essential in ensuring the seamless delivery of their services to clients, maintaining the highest levels of customer satisfaction, and driving continuous improvement within the team.Key Responsibilities:- Manage, lead, and mentor a team of technical professionals, including infrastructure engineers, technical experts, and pre-sales/project delivery staff.- Utilize and manage the PSA (Professional Services Automation) tool for efficient service delivery, ticket management, and resource allocation.- Take ownership of problem and incident management processes, ensuring timely resolution and minimal disruptions to client operations.- Collaborate with cross-functional teams to ensure effective communication, coordination, and execution of projects and service requests.- Develop and implement service desk best practices and standard operating procedures (SOPs) to enhance efficiency and service quality.- Monitor and report on service desk performance metrics, KPIs, and SLAs to senior management.- Act as a point of contact for escalations and complex technical issues, providing guidance and expertise.- Stay up-to-date with industry trends and technologies to recommend improvements and enhancements to our services.Qualifications and Experience:- ITIL qualification or certification is required.- Proven experience in managing a service desk or technical support team, preferably within an MSP environment.- Strong leadership, communication, and interpersonal skills.- Excellent problem-solving and decision-making abilities.- Proficiency in using PSA tools and IT service management (ITSM) software.- A deep understanding of IT infrastructure and technology solutions.- Customer-focused mindset with a commitment to delivering exceptional service.Location:This role is office-based, on the outskirts of Leeds.Why Join- Competitive salary package up to £50,000 per annum.- Large investment in certification and training – The company funds over £30k per year on internal engineer and presales exams and training - including full course, study time in hours and exam fees- Simply Health scheme auto enrolment - upgraded to excellent Vitality health benefits package after 3 years- Company points generating perks with discounts to large retailers and free vouchers- 22 days holiday per year, with additional holidays added after 3 and 5 years of service- Opportunity to work with a forward-thinking MSP and make a significant impact on our service delivery.- A supportive and collaborative work environment that encourages professional growth.- Access to ongoing training and development opportunities.- Chance to work on exciting projects and cutting-edge technologies in the IT industry.If you are a dedicated and ITIL-qualified professional with a passion for managing service desk operations and ensuring client satisfaction, we want to hear from you!