Service Desk Manager

GreatFind Recruitment
North London, UK
14 Jul 2019
22 Jul 2019
Contract Type
Full Time
A well-established, a rapidly expanding software and managed service provider in education, public and commercial sector is looking for a dynamic Service Desk Manager. BENEFITS: innovative company which partners with the world's leading technology manufacturers; gym membership contribution; health cash plan; free breakfast every day; childcare contribution; annual group turnover of £70,

Salary: Up to £50,000
Location: North London


  • Responsible for the onboarding of new customers to the Service Desk
  • Managing Service Desk engineers, including delivering 1 to 1's and annual reviews
  • Leading the Service Desk team, consistently looking for ways to improve procedures, as well as performance metrics (e.g. number of tickets, response rates, adherence to SLA's, and customer satisfaction), escalating issues, when necessary, to the Operations Director
  • Setting KPIs for Service Desk engineers and ensuring these are met
  • Full ownership, to completion, of escalated tickets, ensuring that effective communication is maintained with customers throughout the process and that SLAs are met
  • Liaising with the Project Team to transition projects to the Service Desk engineers and onto BAU
  • When necessary, assisting with the recruitment of Service Desk engineers
  • Driving quarterly customer service meetings with the Account Manager
  • Full management of major incidents (e.g. incident reporting, documentation and resolution)
  • Coordinating Engineers to client sites and assisting on project work when required

  • Experience working as a Service Desk Manager within a Managed Service Provider (MSP) environment
  • Strong technical ability - must be Microsoft Tier 3 qualified or equivalent
  • Knowledge on ITIL principles (certifications desirable)
  • Excellent ability to draft reports and analyse detail in order to consistently document and present findings to the Operations Director and the Board
  • Motivational personality with the ability to effectively lead a team
  • Outstanding communication and problem-solving skills
  • Extensive knowledge of Autotask

Apply today to avoid missing out on this great opportunity!

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About GreatFind Recruitment

We specialise on IT Channel recruitment, especially in education sector. We work on different job level vacancies from graduate jobs to 3rd line Technicians, and in various departments including IT, sales and marketing, and operations.

We've worked in the IT channel for nearly 20 years. We deliver a consultative, personal service to our candidates and clients, and we won't rest until everyone is happy.

We are an equal opportunity provider.

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