Service Desk Manager - MSP - Central London - up to 50k Bonus
Service Desk Manager ? IT Service Provider - Central London ? 40-50k + Bonus
High calibre Managed Service Provider (MSP) currently undergoing a rapid period of expansion is seeking a Service Desk Manager to oversee incoming requests, incidents and issues. You will manage a team of five service desk staff and will take responsibility for managing and co-ordinating complex support issues for clients, primarily based within the professional services ( legal and law / accountants ), domain.
The business of 20 staff has plans to grow headcount within the next 12 months as part of an ambitious growth plan; it's a great time to join the business and play a part in their continued success.
Offices are based in Central London, with occasional travel to client sites a requirement.
*Act as an escalation point for all requests and incidents
*Manage and coordinating complicated support tasks
*Assist in the development and maintenance and documentation of escalation procedures
*Ensure the timely resolution of incidents and requests in line with sometimes challenging SLA's
*Implement and maintaining best practice ITIL processes
*Provide insight to management, reporting KPIs and trends for the service desk
*Managing the major incident process from start to completion
*Supervise, support, train and mentor a team of 5 Service Desk Analysts (line management).
Skills and Attributes:
* Experience managing a busy and growing service desk
* ITIL / Prince2 highly desirable
* Customer service focussed, articulate and approachable
* Strong team management skills
* Ideally you will have experience within a Managed Service Provider.
* Any experience with professional services businesses such as accountants or law firms is also desirable.
This job was originally posted as www.jobsite.co.uk/job/959484970