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IT Service Desk Manager

City of London, London

£50000 - £60000 per annum


Service Desk Manager

Based in Central London Paying up to 60k

High calibre Managed Service Provider (MSP) currently undergoing a rapid period of expansion is seeking a Service Desk Manager to oversee incoming requests, incidents and issues.

You will manage a team of eight service desk staff and will take responsibility for managing and coordinating complex support issues for clients, primarily based within the professional services (legal and law / accountants), domain.

The business of 60 staff has plans to grow headcount by an additional 10 within the next 12 months as part of an ambitious growth plan; its a great time to join the business and play a part in their continued success.

Offices are based in Central London, with occasional travel to client sites a requirement.

You will:

  • Act as an escalation point for all requests and incidents
  • Manage and coordinating complicated support tasks
  • Assist in the development and maintenance and documentation of escalation procedures
  • Ensure the timely resolution of incidents and requests in line with sometimes challenging SLAs
  • Implement and maintaining best practice ITIL processes
  • Provide insight to management, reporting KPIs and trends for the service desk
  • Managing the major incident process from start to completion
  • Supervise, support, train and mentor a team of 8 Service Desk Analysts (line management).

Skills and Attributes:

  • Experience managing a busy and growing service desk
  • ITIL / Prince2 highly desirable Customer service focussed, articulate and approachable
  • Strong team management skills
  • Ideally you will have experience within a Managed Service Provider.
  • Any experience with professional services businesses such as accountants or law firms is also desirable.

Posted 4 days ago

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