Reflective IT Solutions Ltd
Service Desk Manager
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Company Description
With over 20 years' experience, Reflective IT delivers comprehensive Managed IT and Cyber Security services that keep UK businesses running securely and efficiently. From 24/7 infrastructure monitoring to strategic technology consultancy, we're the reliable partner businesses trust with their entire IT ecosystem.
Role Description
We're looking for a Service Desk Manager to take ownership of one of the most important parts of our business: the team our clients rely on every day. This isn't a maintain the status quo role. You'll be building a stronger, more technically capable desk, improving how we work, and making sure our clients get a service that's fast, clear, and genuinely helpful. You'll report directly to the Managing Director and have real influence over how the department grows.
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Key Requirements
- Minimum 5 years Service Desk Management experience
- Candidates should possess strong Service Desk Management and Service Desk leadership skills, including team coordination and performance monitoring.
- Owning our service desk processes end to end, keeping us aligned with ITIL standards.
- Managing SLAs, KPIs, and reporting, and keeping on top of service level reviews.
- Working with suppliers and subcontractors where required.
- Handling escalations and complaints quickly and fairly, so problems get resolved and relationships stay strong.
- Running regular 1:1s, team meetings and annual reviews.
- Assisting with the onboarding process for new.
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