Redsquid
Service Desk Manager
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Location: Borehamwood, Hertfordshire. 4 days a week on site, 1 from home. Reports to: Operations Director Salary: Competitive Hours: [Standard hours, plus any on call or shift cover arrangement]
About Redsquid
Redsquid is a leading Managed Service Provider dedicated to delivering innovative IT and security solutions and exceptional customer service. Our mission is to empower businesses through technology, ensuring seamless operations and continuous growth. We are growing organically and by acquisition, which means our service function is being built out rather than simply maintained. For the right person that is the appeal of this role.
Role Overview
We are seeking an experienced Service Desk Manager to lead our service desk team across IT, unified comms and mobile support. This is a hands on management role, not an administrative one. You will own the queue, the people, the numbers and the customer experience, and you will be expected to improve the desk while it is running. Success in the first 90 days means you know the team, the customers and the numbers, and you have told us honestly where the desk is strong and where it is not, with a plan for the top three fixes. Success in the first 12 months means measurable improvement in customer satisfaction and SLA consistency, a team with a clear skills path and lower attrition, repeatable work automated or shifted left, and a desk that can absorb new customers, including those joining through acquisition, without service dipping.
Key Responsibilities
Team Management and Leadership:
- Lead, mentor and develop a team of engineers and analysts across IT, unified comms and mobile support. Recruitment, one to ones, performance management, skills development and rota cover. Building a team people want to stay in is part of the job, not a side effect of it.
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Service Delivery:
- Own the day to day running of the desk. You are accountable for response and resolution against SLA, for triage quality, for the volume resolved at first line rather than escalated, and for the tickets that go quiet and should not have.
Technical Expertise:
- Provide technical guidance and act as a senior point of reference for the team. Hold your own on Microsoft 365 and Windows environments, networking fundamentals and the common causes of the tickets the team sees every day, enough to challenge a diagnosis and know when an escalation is justified.
Customer Engagement:
- Own the customer relationship on service matters. Act as the escalation point when something has gone wrong and be the person customers trust to tell them the truth about it. Work with account managers and the wider service delivery team on service reviews.
Process Improvement:
- Develop and maintain service desk processes that get used rather than documented and ignored. Knowledge base, runbooks, automation of repeatable work, and continual service improvement that shows up in the metrics.
Reporting and Analysis:
- Report monthly to senior management on SLA attainment, first contact resolution, reopen rate, backlog age, engineer utilisation and customer satisfaction, with a clear view on what is moving and what you are doing about it.
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ITIL Framework:
- Run incident, problem, change and request management on ITIL lines, applying the framework sensibly rather than quoting it.
Vendor Management:
- Manage third party vendors and carriers day to day, holding them to their own SLAs on our customers behalf.
Skills and Experience
- Experience running a service desk in a managed service provider environment. You understand the difference between supporting one internal business and supporting many external customers with different contracts, expectations and tolerances.
- A track record of leading a technical team of meaningful size, with people you have developed and can point to. You have handled the difficult parts of management, not just the enjoyable parts.
- Technical credibility across IT infrastructure, networking, Microsoft 365 and Windows environments. You do not need to be the best engineer in the room.
- Comfortable with data. You can build a report, spot the trend in it, and explain to a customer or a director what it means.
- Working knowledge of ITIL and experience putting its processes into practice rather than only documenting them.
- Excellent communication skills. Calm with an unhappy customer and clear with a struggling engineer.
- Proficiency with service desk and PSA tooling. Experience is helpful but not essential.
- Also useful but not essential: Microsoft certifications, exposure to unified comms or mobile estates, experience integrating a service desk following an acquisition, and service desk experience in a regulated or security led environment.
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