Head of Managed Service Desk

About The Role

Are you a proven leader of people and passionate about delivering outstanding levels of customer service?

We are looking for a Head of Managed Service Desk to join our team. In this role, you will be accountable for the successful delivery of business-as-usual support to customer SLAs, internal OLAs, and the ongoing strategic development of the function.

As a Head of Managed Service Desk, you will be responsible for:

1. Manage and maintain direct reports across a 1st line Managed Service desk, including providing guidance, training & support to ensure the team can effectively deliver services to colleagues and customers.
2. Develop and oversee implementation of the Managed Service desk strategy, including systems, procedures, staffing, and required skill levels.
3. Support building and maintaining client relationships.
4. Ensure service teams meet agreed client SLA's, working with team leaders to monitor and improve service levels.
5. Commit to continuous learning in the evolving managed IT space, staying up to date with industry trends and emerging technologies.

Key Skills and Experience:

1. 5+ years of experience operating and developing teams of similar size and scale.
2. Demonstrable knowledge and experience in delivering exceptional levels of customer service.
3. Excellent communication skills with technical and non-technical clients, team members, and executives.

What we can offer you:

1. 25 days holiday, plus a day off for your birthday, and your entitlement will increase by one day for each full calendar year employed, up to a maximum of five days.
2. Annual pay reviews.
3. All-company bonus scheme.
4. Holiday buy scheme.
5. Death in service cover.
6. Employee assistance programme.
7. Company pension.
8. Active social calendar.
9. A strong focus on developing our people.

If you feel you have the skills and experience to become our new Head of Managed Service Desk, then please click 'apply for this job' today.

About Us

Intercity Technology provides reliable and secure technologies in communications, cloud, and managed services. We are a technology solutions partner that isn't just about tech; it's about a great group of people combining their passion, expertise, and dedication to deliver extraordinary results for businesses.

Our vision is to be the best technology partner to work for and with - we are proud of our achievements:

1. Customer Net Promoter Score of .
2. Gold Award Investors in People Accreditation.
3. 3-star "World Class" Best Companies accreditation.
4. The no. 1 best telecoms company to work for.
5. 9th best mid-sized company in the UK to work for.
6. 7th best company in the West-Midlands to work for.
7. Platinum Eco Vadis rating.

We select candidates with the right skills, experience, and values. Selection is based on a fair and equal process. We're proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to pre-employment checks for compliance with ISO27001 and Cyber Essentials Plus certifications. We are committed to using any personal information securely, as outlined in our privacy policy on our website.