Service Desk Manager - MSP - To £55k

Context Recruitment Limited
17 May 2017
16 Jun 2017
Contract Type
Full Time

Service Desk Manager - MSP - To £55k

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 ten service desk staff and field engineers and will take responsibility for managing and co-ordinating complex support issues for clients, primarily based within the professional services domain.

The business of 35 staff has plans to grow headcount by an additional 10 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 10 Service Desk Analysts (line management).

Skills and Attributes:

  • Experience managing a busy and growing service desk
  • ITIL / Prince2 highly desirabe
  • Customer service focussed, articulate and approachable
  • Strong team management skills
  • It is a strong preference that you will have experience working within a Managed Service Provider.
  • Any experience with professional services businesses such as accountants or law firms is also desirable.