Senior IT Service Desk Manager

Senior IT Service Desk Manager

Our client provides end to end IT Solutions and Managed IT Services for small to medium-sized businesses. They provide Consultancy, Installation, and IT Support Services.

They are looking for a Senior IT Service Desk Manager who will lead a small team of technical specialists who provide office-based telephone support and onsite client installations.

Key Responsibilities are:

• Line management of the Technical Specialists, acting as a point of escalation for the support desk queries.
• Completing regular reviews of the IT Technical Support Specialists performance. Supporting, appraising, developing and coaching the team.
• Monitoring trends and analysing data within the team to identify issues, resolve and suggest measures to be put in place for long-term resolution.
• Instilling rigorous practices within the technical team, ensuring complete and accurate logging of all calls and incidents. Ensuring compliance with ISO: 27001.
• Delivery of first-class customer service, ensure the customers are updated regularly and that they are satisfied with the resolution of the call prior to closure
• Escalate any problems, major incidents, issues, or complaints as appropriate and manage and coordinate urgent and complicated support issues
• Responsibility for process and service improvements.
• Working closely with the CEO and the Finance team to ensure exceptional customer service and continuously, improve, expand and evolve our business.
• Building team spirit and motivating team members.

The key skills required for this role include:

• A solid technical background is essential, we will need you to have a good understanding of relevant technologies such as Microsoft Windows, Active Directory, Mac OS, Cloud Services (including MS Azure and M365), Virtualisation, Hosting, Data Networking (including IP addressing & VLAN s), PC s, Desktops, Laptops, Servers, CCTV, VOIP Telephony and Access Control.
• Experience of leading an IT service delivery team and sound knowledge of problem management and incident management processes.
• Ideally you will have worked within an MSP environment before and will not be phased by working on different systems.
• Experience working in a busy IT Support Team environment in a technical customer-facing role with experience of support ticketing systems, providing escalated technical support via telephone, email, remote and desk-side support.
• Experience of coaching, mentoring and training a Technical Service team.
• Excellent communication skills (written and verbal) to complement technical proficiency, facilitating effective collaboration and problem-solving.

This role is office based working Monday Friday 9am to 5.30pm. Remote weekend support (on a rota basis roughly one weekend a month) will also be a part of your job with additional pay when working weekends.

You will also need to be smartly presented and have good communication skills.

They are based in Bracknell in a modern office free onsite parking and easy access to the town centre. Applicants will ideally live within 30 minutes commute of our Bracknell office.

If you have experience as a Technical Team Lead, Senior IT Service Delivery Manager, Technical Support & Operations Manager, IT Service Desk & Infrastructure Lead, Technical Service Delivery Team Leader or a Senior Technical Support Manager then our client would like to hear from you.

Apply today with an up-to-date CV.