Location
Southampton | United Kingdom
Job description
Job description
Service Desk Manager
Southampton£34,000 - £38,000k (DOE)Digital Waffle is working with a highly successful and fast growing MSP, who are looking for a Service Desk Manager. The ideal candidate will have a strong background in IT support management, excellent leadership skills, and a passion for delivering outstanding customer service.
Responsibilities:
- Manage and oversee the day-to-day operations of the 1st Line Service Desk team.
- Provide leadership, guidance, and support to team members, fostering a collaborative and high-performance work environment.
- Ensure timely and effective resolution of client issues and requests, maintaining high levels of customer satisfaction.
- Monitor service desk performance metrics and KPIs, identifying areas for improvement and implementing strategies to enhance efficiency and effectiveness.
- Develop and maintain service desk processes, procedures, and documentation to ensure consistency and quality of service delivery.
- Act as a point of escalation for complex or critical incidents, working closely with other teams to facilitate resolution.
Requirements:- Strong technical knowledge of IT systems, networks, and infrastructure, with proficiency in troubleshooting and problem-solving.
- Excellent communication skills, with the ability to interact effectively with clients, team members, and stakeholders at all levels.
- Proven leadership abilities, including the ability to motivate, coach, and develop a team of support professionals.
- Experience working in a Managed Service Provider (MSP) environment - Ideal.
- ITIL certification - Ideal.
Job tags
Salary
£34k - £38k per annum
