Service Desk Manager – Consultancy – Kent – £45,000 – £50,000 + Excellent Benefits
Overview:
An excellent opportunity has arisen within a highly regarded Managed Service Provider for a Service Desk Manager.
You will be responsible for the delivery of exceptional levels of service and support to their growing client base and internal systems.
Our client provides a broad array of Kent IT Consultancy and managed services and solutions to organisations throughout the South East.
Role & Responsibilities:
- Ensuring accurate and timely resolutions of incidents and requests in line with SLA’s
- Manage customer escalations
- Act as the technical escalation for team members (1st, 2nd and 3rd line support)
- Conduct weekly 1:1’s to support and coach team members to make sure they meet their KPI’s and their development goals
- Conduct Quarterly Performance Reviews
- Ensure that incident reviews are undertaken and written up
- Actively promote excellent customer service for all front-line service delivery, constantly seeking ways to improve customer experience and satisfaction.
- Provide data and reporting of KPI’s and trends to ensure the service is suitably managed and optimised and report to management and others in ad-hoc, weekly, and monthly meetings
Essential Skills & Experience:
- Experience as a hands-on Service Desk Team Leader / Manager.
- Proven record in people management.
- Excellent interpersonal and written communication skills
- Strong ability to train, develop, motivate, mentor and support team members
- Highly organised and structured with the ability to maintain and drive a positive working environment.
- Good attention to detail, ability to work to tight deadlines and to mitigate risks and manage issues to resolution
- ITIL Certified
- Act as a technical escalation for junior engineers.
- Technical background with Microsoft products – Active Directory, Microsoft Exchange, Office 365 and Windows 7-11
Package:
- Up to £50,000 basic salary based on skills and experience
- Excellent benefits package
Service Desk Manager – Consultancy – Kent – £45,000 – £50,000 + Excellent Benefits
