Service Desk Manager

'Recruiting for your future success'

Our client are a fast-growing, family run (husband and wife) technology business who provide first class IT consultancy, support and remote hosting to a wide range of clients. A friendly, close-knit, welcoming team who are part of a vibrant company culture, this business offer a dynamic, modern working environment, utilizing the latest technology.

Due to continued growth, they have a requirement for a Service Desk Manager to effectively manage customer expectations, setting the organisational standard for customer engagement and serving as a communication channel between customers and the company.

Service Desk Manager

Salary DOE Hybrid working after probation Monday - Friday, 8:00am-6:00pm (40 hour week within 8-6) Rettendon Common 20 days holiday, plus bank holidays (and Christmas leave) Excellent employee benefits Working closely with a team of talented individuals with a solid work ethic who also have a great company culture Line Management ITIL Service Desk Management MSP

The Service Desk Manager is required to line manage a small team of 1st - 3rd Line Technicians, overseeing the daily operations of the service team to ensure that all targets and expectations for customer service and support performance are being met.

Duties (to include but are not limited too):

• Oversee the daily operations of the service team to ensure that all targets and expectations for customer service and support performance are being met.
• First point of contact for customers regarding service issues.
• Effectively manage, develop and train the service team.
• Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Handle escalations and complex technical issues.
• Conduct operational performance reviews and report findings to the Senior Management Team as a core business asset.
• Carry out in-depth research to introduce improved methods of handling functions within the company.
• Develop and maintain documentation, procedures and knowledge bases
• Coordinate alongside relevant stakeholders, including the delivery team, customers, Business Development Manager and Marketing Manager providing data and reporting of KPIs, SLAs, and trends.
• Line management responsibility for the technical team (including one to one supervisions and appraisals).
• Maintain awareness and, be responsive to, all company initiatives, or changes, that impact on service delivery and support the business goals.
• Contribute to the Senior Management Team Meetings.

Person Specification:

Essential Criteria

• ITIL Foundation accredited
• Knowledge and understanding of all relevant industry standards
• Knowledge and understanding of best practices for service management
• Strategic understanding of ITIL processes to enhance IT department efficiency
• Management and Senior IT experience
• Knowledge of Windows 11, Office, Azure Entra, Azure Admin, Azure Active Directory, Teams Admin, Exchange, SharePoint
• Experience using Datto PSA Software and Life Cycle Insights
• Excellent verbal communication skills with a confident personable manner
• Good written communication skills (using assistive technologies if required)
• Developed presentation skills
• Evidenced competences in building, coaching and developing cohesive teams and managing people effectively
• Proven ability to develop a thorough understanding of the strategic vision for the service desk and to set the long-term direction of the team
• Developed negotiation and influencing skills
• Ability to think critically about systems and make necessary adjustments
• Line management skills (including delivery of supervisions and appraisals)
• Ability to adapt within a fast-moving, dynamic business
• Ability to balance and plan the short-term actions of teams
• Highly organized and detail-oriented
• The ability to manage time effectively while setting the tone of the team through modelling and leadership
• Self-motivated, organised and quick learner
• Ability to communicate technically to non-technical audiences

Desirable Criteria

• ITIL Practitioner qualified accreditation ITIL-MP, ITIL Master
• Project Management skills. Prince2, PMBOX, PMP, PMI
• 2+ years managing a Service Desk in a busy MSP environment
• 5+ years of Support Engineer experience across various levels
• 3+ years leading a team in server, network, and cloud technologies
• Knowledge of Citrix, and printing technology.
• Knowledge of supporting AV/Media support
• Knowledge of creating websites and basic coding fundamentals
• ISO 27001 understanding at an operational level
• Broad knowledge of emerging IT systems and technologies

LIGHTHOUSE PERSONNEL LTD ARE A RECRUITMENT AGENCY WORKING ON BEHALF OF A CLIENT.

PLEASE NOTE WE RECEIVE A LARGE NUMBER OF APPLICATIONS PER VACANCY AND UNFORTUNATELY CANNOT RESPOND TO ALL APPLICANTS. THEREFORE, IF YOU HAVE NOT HEARD FROM US WITHIN A MONTH FROM APPLICATION DATE, IT IS LIKELY THAT YOU HAVE BEEN UNSUCCESSFUL.

If you have been successful, we will contact you by the phone and begin taking you through our step by step recruitment process, doing our utmost to ensure the role is right for you, ascertaining your suitability in the process. This process will all be explained on initial contact.