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IT Service Desk Manager
Posted 5 days 4 hours ago by Xact Placements Limited
£55,000 - £65,000 Annual
Permanent
Not Specified
I.T. & Communications Jobs
Berkshire, Reading, United Kingdom, RG317
Job Description
OverviewLead 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
Xact Placements Limited
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