Technical Service Desk Manager

MultiStaff Recruitment Solutions Ltd
07 Dec 2018
11 Jan 2019
Contract Type
Full Time
Our client is a proactive IT support provider based in the Centre of Birmingham who is seeking a Technical Support/Service Desk Manager to effectively and efficiently manage the Technical Support desk and the support desk team.

The ideal candidate will have a strong Technical background and a proven ability to manage a team as well as being based with 1hr commute of Birmingham City Centre. This is a great opportunity for someone to lead & inspire a team of engineers whilst getting actively involved in the ongoing expansion of the business.

Main Duties and Responsibilities may include, but are not limited to, the following:

* The day to day management of the Support/Service Desk and call queues, ensuring that Customer SLAs and quality standards are met, and workload is allocated effectively to optimize available resource and skill levels

* Triaging all incoming technical support calls and monitoring all assigned technical support tickets for completeness

* Acting as customer champion from both technical and service delivery aspects

* Travelling to customers sites when required for meetings

* Manage all the service desk staff on a HR level

* Manage the Out of Hours team and act as escalation point

* Lead the Technical Support Desk team by example

* Reporting to monthly management meeting on technical support ticket stats, issues and development requirements

* Assist with the maintenance and delivery of industry best practice

* Assist in building a positive customer experience

* Take full ownership of the service department and the overall customer service improvement programme

* Ensure team and customer KPI’s are met

* Manage and review all documentation, relating to both internal and external customer support up-to-date and accessible internally

Skills and attributes required (essential):

* Experience in a management or leadership role working in an MSP Technical Support desk environment

* A strong understanding of general IT/infrastructure/networking, covering windows desktops, servers, active directory, virtualisation, networking (routers, switches, firewalls, etc)

* Excellent verbal and written communication skills as it is a customer facing role

* Strong organisational skills and attention to detail

* An ability and enthusiasm to work in a fast paced and varied IT Support Desk environment

* Interpersonal skills with ability to work both independently and within a team environment

* Experience in the implementation and delivery of service desk processes with supporting toolkits

* Ability to manage and mentor a team of engineers

* Good organisation skills and the ability to write clear and concise reports

* Professional approach to all work activities both internal and external to the company

* Manage multiple assignments and tasks

* Excellent Customer Service focus and can demonstrate exceptional levels of customer service and care

* A high level of self-motivation together with a willingness to learn new skills.

* A flexible and enthusiastic approach to the job

A full driving license is desirable for this role


Private Medical Insurance

Life Insurance

Company pension scheme

31 days holiday (including Bank Holidays)

Buy and Sell Holiday Trading Scheme

Tailored Benefits Platform - includes discounts on retail and leisure

Cycle to work Scheme

Employee Assistance Programme

Hours of work - Monday to Friday - 8.45am - 5.30pm

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