Service Desk Manager

Service Desk Manager - Leeds - 50,000 DOE

Role: IT Service Desk Manager

Area: Leeds

Salary: 50,000

We are currently recruiting for a Service Desk Manager for our MSP client.

As the Service Desk Manager, you will be responsible for overseeing the day-to-day operations of our client's Service Desk team, ensuring a high level of customer satisfaction and efficient resolution of IT incidents and service requests.

Key Responsibilities:

• Lead a team of 1st & 2nd line engineers
• Manage incident and service request queues, ensuring tickets are handled in accordance with Service Level Agreements (SLAs).
• Remain hands on as the senior escalation point for complex technical issues or customer concerns.
• Monitor team performance and conduct regular reviews.
• Assist in training and onboarding of new team members.

Key Requirements:

• Proven experience in a Service Desk or IT Support role, with at least 2 years in a management or leadership position.
• Strong technical knowledge across a range of IT systems, hardware, and software, with the ability to troubleshoot and support a variety of technologies.
• Experience managing ITIL-based processes (Incident Management, Change Management, etc.) and familiarity with Service Desk software.
• Strong ITIL Knowledge (Certification Preferred).
• Experience in a Managed Service Provider environment

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.