Service Desk Manager - MSP - Central London - up to 50k Bonus

Covent Garden
08 Nov 2017
16 Nov 2017
Contract Type
Full Time

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.

You will:

*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