Service Desk Manager

Reflex Computer Recruitment Ltd
18 May 2017
16 Jun 2017
Contract Type
Full Time

IT Service Desk Manager - Helpdesk Manager - is required for a leading Managed Service client based in Manchester to set up and manage a new Service Desk / Helpdesk.

The Service Desk Manager will be involved in a variety of tasks that requires management and performance of the Service Desk, as well as the interaction and liaison with clients in a service delivery capacity. The Service Desk Manager / Helpdesk Manager will need a solid understanding of primarily Microsoft infrastructure systems and other mainstream leading IT technologies and will be required to, manage workloads and prioritise service delivery and engineering work across the entire organisation

I am looking for a IT Service Desk Manager - Helpdesk Manager who has worked in the managed services arena and comes from a technical background and is ableto present technical information to senior employees and clients. Strong leadership and people management skills are a MUST !.

The Service Desk Manager - Helpdesk Manager will be responsible for the following:

·Successful service delivery - SLA achievement and high level of customer happiness

·Problem and incident management ensuring that ensure SLA's are achieved and client expectations are exceeded.

·Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place, advise technically on escalations.

·Monitoring overall performance of services

·Good communication around issues and opportunities - get things done, make things happen

·Ensuring operations teams are aware of changes and are adequately resourced

Skills I am looking for

·Worked in the managed technology services industry in either a technical or operational capacity.

·Experience of having run and managed an outsourced IT Service Desk

·Technical operational management experience within a MSP organisation

·Extensive client services experience and client facing skills.

·Leadership & management experience is vital.

·Demonstrable track record in delivering technological environments

·Knowledge of technologies including: Microsoft infrastructure, security, virtualisation & cloud services

This role is based close to Manchester city centre and my client is looking to reward this IT Service Desk Manager - Helpdesk Manager a salary between £35K - £40K + Bens.