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I'm partnering with a well-established and highly reputable Managed Services Provider (MSP) that's seeking a talented individual to oversee their IT Services. If you have a passion for leadership, customer satisfaction, and driving operational efficiency, this could be the perfect role for you!Your new roleAs the IT Service Manager, you will be responsible for leading and developing the service desk team, ensuring top-notch service delivery to clients, and continuously improving processes. This is a management-focused role, so you'll need strong people skills and a solid understanding of service delivery principles.
- Lead, mentor, and develop the service desk team to achieve high motivation and performance
- Oversee managed service delivery from order acceptance through to completion
- Participate in project meetings to ensure smooth service transitions
- Monitor help desk tickets, escalations, and SLA compliance
- Lead service review meetings and identify growth opportunities
- Ensure help desk processes follow ISO/ITIL best practices
- Uphold security and compliance standards including GDPR
- Monitor KPIs, trends, and client satisfaction metrics
What you'll need to succeed
- Proven experience managing a help desk or customer service team, ideally in an MSP or fast-paced environment
- Strong customer service leadership with a customer-first mindset
- Excellent people management skills, including coaching and conflict resolution
- Strong communication and relationship-building abilities
- Solid understanding of service delivery principles and SLAs
- Highly organised with excellent time management and prioritisation
What you need to do nowIf you are a proactive leader ready to take charge of service delivery and team success in a thriving MSP environment, click 'apply now'.
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