Service Desk Manager —Location: London/ Birmingham | Department: IT | Reports to: CTO | Full-time
We are hiring for a client who runs a Commercial Telecoms offering, managing all of their clients' business communication needs. They are one of the UK’s largest independently owned communication solutions providers, delivering a range of telephony and IT products and services across the UK.
Client’s customer‑first approach is at the heart of who they are and what they do. They emphasise the partnerships they build as held in esteem and a key to their ethos. They currently manage 4,000 customers, ensuring products and services are delivered seamlessly and effortlessly. Their customer care, empowerment, delivery, evolution and teamwork are paramount, putting customers, employees and communities first while driving accountability, learning and high performance.
Responsibilities
- iesOwn and drive SLA performance and service delivery across the service desk, supported by the Operations Manag
- ly.Review ticket audits, deliver coaching/training and run periodic incentives to maintain engageme
- nt.Monitor customer feedback and NPS; act as an escalation point for customer issues and major inciden
- ts.Provide line management for team leaders across multiple locations; conduct 1:1s, skills reviews, recruitment and onboardi
- ng.Maintain and deliver product/service training and coordinate external supplier traini
- ng.Improve and document service desk processes and ensure adherence to business controls (eg. ISO 27001, policies, H&S).Foster cross-team communication (service desk, procurement, account management) to ensure seamless customer experien
Qualifications
- ial3+ years’ experience managing a service desk team of 20+ within an MSP/managed service environme
- nt.Strong knowledge of Windows, Microsoft 365/cloud services, networking fundamentals, endpoint management and security too
- ls.Experience supporting SME clients across multiple industrias.
- es.Hands-on with ticketing systems (eg. Freshservice) and reporti
- ng.Proven track record managing SLAs, KPIs and delivering in customer-focused environmen
- ts.Experience personally handling escalations and major incidents through to resoluti
- bleExperience managing multi-site or remote teams.
- ms.Experience transforming or improving service desk operatio
- ns.Familiarity with commercial aspects (contracts, renewals, roadmap
Attributes
- tesHands-on, lead-from-the-front mentali
- et.Highly organised with strong multitasking abili
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