Service Desk Manager

Title: Service Desk Manager

Location: Office based - Principal location Kent but may be required to work at other company customer sites.

Reporting to: Service Operations Manager

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Role:

• To manage and own the Service Desk function of the IT Services Division within the Company
• To ensure the performance of IT support services to customers within contractually agreed metrics
• Work with all departments, and all customers on a personal basis, to ensure excellent service delivery
• Responsible and accountable for the daily operational running of the service desk team of approximately 10 Engineers

Skills, Knowledge and Experience:

Essential:

• ITIL Foundation accreditation
• 2-3+ years of Service Desk management experience in a busy MSP environment
• 5+ years of Support Engineer experience at 1st, 2nd and/or 3rd line support
• 3+ years’ experience in leading a team of technical support engineers, in server, network, and cloud technologies
• Proven Operational and technical knowledge and experience in Implementing support call resolution and completing known fix / workarounds where appropriate in order to deliver excellence in service levels
• Forward thinking strategic knowledge of ITIL processes, to streamline and ensure efficiency of the IT department
• Ability to demonstrate proven and great experience in delivering ITIL Service Desk Objectives in a service management capacity, against financial returns
• Amazing customer service and communication skills, both written and verbal - displays commitment to resolving problems as quickly as possible, communicating with customer and internal staff at all times
• Excellent team player able to contribute ideas and support fellow team members at all times in ensuring a successful, high performing team
• Excellent operational experience, in a multi-million pound business, with proven skills of awareness, and customer activity, and risk.
• Ability to demonstrate and ensure the team hold a Can-do, 'customer-focused’ attitude, willing to tackle any issues and resolve to seek solutions wherever possible
• Proven excellent people team leadership and management skills
• Good overall understanding and broad knowledge of emerging IT systems and technologies
• Proven experience in Design, implementation, and improvement of ITIL v3 Service Delivery

Desirable:

• ITIL Practitioner qualified accreditation ITIL-MP, ITIL Master
• Advanced Windows Server, Cloud and networking technical support and project experience
• ISO 27001 understanding at an operational level
• ITIL v3 Service Delivery qualifications in detailed knowledge of
• Project Management skills. Prince2, PMBOX, PMP, PMI

• Ability to motivate and drive team members forward to reach goals
• Operational Ability to 'think outside the box’, reactive, and proactively in the best interest of the customer
• Strong desire to succeed and develop, and maintain at highly performing team
• Ability to communicate technically to non-technical audiences