Technical Service Desk Manager

Recruiter
MultiStaff Recruitment Solutions Ltd
Location
Dudley
Posted
07 Dec 2018
Closes
11 Jan 2019
Contract Type
Permanent
Hours
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

Benefits:

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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