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Overview
Lead and manage my client’s IT Service Desk, overseeing cloud platforms, IT infrastructure, software, and print devices for internal and external clients. Ensure top-tier service delivery, meeting performance benchmarks, and exceeding customer expectations.

Key Responsibilities

* Oversee incidents and requests, acting as the escalation point for critical issues.

* Manage major incidents, change management, and capacity planning.

* Ensure optimal staff availability and performance, aligning with customer needs.

* Build and maintain relationships with key customers, third-party vendors, and internal teams.

* Drive customer onboarding and maximise revenue opportunities.

* Analyse recurring issues and implement proactive solutions.

* Train and mentor the Service Desk team, ensuring adherence to SLAs.

* Monitor KPIs and trends, developing strategies for service improvement.

* Manage communications for outages and emergencies.

Key Relationships

* Direct reports: Service Desk Team Leaders

Requirements

* MSP experience

* Team leadership

* ITIL certification (desirable)

* Strong technical skills and ability to manage priorities

What’s on offer

* £55,000 – £65,000

* 25 days holiday + extra after 5 years

* Life assurance (4x base salary)

* Enhanced maternity/paternity leave

* Employee assistance program, Bike2Work scheme, discounts, and more