Service Desk Manager – ON SITE – 11855MS

PermanentSurrey, UKPosted 2 days ago11855MS
50k – 60k per year + benefitsService Desk ManagerWe are looking for an experienced Service Desk Manager to lead and develop a busy Managed Service Provider (MSP) Service Desk.You’ll manage a team of 6–8 Service Desk Engineers, ensuring high-quality IT support, strong customer service, SLA/KPI performance and continual service improvement.Lead, coach and develop a team of Service Desk EngineersManage day-to-day Service Desk operations, workload and resource planningMonitor KPIs, SLAs and customer satisfactionAct as the escalation point for technical and customer issuesEnsure high standards of ticket quality, documentation and ITIL practicesDrive service improvement, efficiency and first-time fix ratesProduce service performance reports for senior managementWork closely with technical and account management teamsSupport a positive, collaborative and customer-focused culture3+ years’ experience managing an IT Service Desk within an MSPExperience managing a team of 6–8 engineersStrong knowledge of ITIL, SLAs, KPIs and service managementExperience handling escalations and major incidentsGood knowledge of Microsoft 365, Entra ID, Azure, Intune and MDMGood networking fundamentals across LAN, WAN, VPN, routers and firewallsUnderstanding of IT security and experience handling security incidentsExperience with PSA/RMM platforms such as Autotask, HaloPSA, ConnectWise, Datto RMM or similarStrong leadership, communication and organisational skillsCustomer-focused with a practical, analytical approachITIL Foundation or higherMicrosoft certificationsLeadership/management qualificationPRINCE2 FoundationRequirements: Full UK driving licence and willingness to undertake an enhanced DBS check.Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisationWe take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website

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