Service Desk Manager

Service Desk ManagerSouthampton£35,000 - £40,000k (DOE)Digital Waffle is working with a highly successful and fast growing MSP, who are looking for a Service Desk Manager.The ideal candidate will have a strong background in IT support management, excellent leadership skills, and a passion for delivering outstanding customer service.Responsibilities:Manage and oversee the day-to-day operations of the 1st Line Service Desk team.Provide leadership, guidance, and support to team members, fostering a collaborative and high-performance work environment.Ensure timely and effective resolution of client issues and requests, maintaining high levels of customer satisfaction.Monitor service desk performance metrics and KPIs, identifying areas for improvement and implementing strategies to enhance efficiency and effectiveness.Develop and maintain service desk processes, procedures, and documentation to ensure consistency and quality of service delivery.Act as a point of escalation for complex or critical incidents, working closely with other teams to facilitate resolution.Requirements:Strong technical knowledge of IT systems, networks, and infrastructure, with proficiency in troubleshooting and problem-solving.Excellent communication skills, with the ability to interact effectively with clients, team members, and stakeholders at all levels.Proven leadership abilities, including the ability to motivate, coach, and develop a team of support professionals.Experience working in a Managed Service Provider (MSP) environment - Ideal.ITIL certification - Ideal.
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