Cloud Select
IT Service Desk Manager
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IT Service Desk Manager
Chance to join a growing IT MSP with a reputation for excellence, particularly in Microsoft Cloud and Security technologies.
Benefitting from a hybrid home working model you will take ownership of the 1st and 2nd Line engineers, playing a key role in developing the team, improving service desk processes and maintaining strong customer relationships. Clear opportunities for technical and management progression including funded certifications.
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Role/Responsibilities
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- Directly manage and support the 1st and 2nd Line Service Desk teams.
- Oversee ticket queues, SLA performance, escalations and service levels.
- Coach and develop engineers, helping them build their technical capabilities and progress their careers.
- Act as an escalation point for complex customer issues where required.
- Work closely with 3rd Line and Project Engineers on escalated issues and technical projects.
- Identify opportunities to improve Service Desk processes, efficiency and customer experience.
- Monitor team performance and provide regular feedback and development plans.
- Help maintain strong relationships with customers and ensure issues are communicated effectively.
- Support the ongoing development of the organisation’s Microsoft-focused technical services.
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