IT Service Desk Manager

Overview Lead and manage my client’s IT Service Desk, overseeing cloud platforms, IT infrastructure, software, and print devices for internal and external clients. Ensure top-tier service delivery, meeting performance benchmarks, and exceeding customer expectations. Key Responsibilities * Oversee incidents and requests, acting as the escalation point for critical issues. * Manage major incidents, change management, and capacity planning. * Ensure optimal staff availability and performance, aligning with customer needs. * Build and maintain relationships with key customers, third-party vendors, and internal teams. * Drive customer onboarding and maximise revenue opportunities. * Analyse recurring issues and implement proactive solutions. * Train and mentor the Service Desk team, ensuring adherence to SLAs. * Monitor KPIs and trends, developing strategies for service improvement. * Manage communications for outages and emergencies. Key Relationships * Direct reports: Service Desk Team Leaders Requirements * MSP experience * Team leadership * ITIL certification (desirable) * Strong technical skills and ability to manage priorities What’s on offer * £55,000 – £65,000 * 25 days holiday + extra after 5 years * Life assurance (4x base salary) * Enhanced maternity/paternity leave * Employee assistance program, Bike2Work scheme, discounts, and more