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Service Desk Manager - York - £45,000

Role: IT Service Desk Manager

Area: York

Salary: £45,000

Hybrid

We are currently recruiting for a Service Desk Manager for our MSP client.

As the Service Desk Manager, you will be responsible for overseeing the day-to-day operations of our client's Service Desk team, ensuring a high level of customer satisfaction and efficient resolution of IT incidents and service requests.

Key Responsibilities:

Lead a team of 1st & 2nd line engineers
Manage incident and service request queues, ensuring tickets are handled in accordance with Service Level Agreements (SLAs).
Remain hands on as the senior escalation point for complex technical issues or customer concerns.
Monitor team performance and conduct regular reviews.
Assist in training and onboarding of new team members.

Key Requirements:

Proven experience in a Service Desk or IT Support role, with at least 2 years in a management or leadership position.
Strong technical knowledge across a range of IT systems, hardware, and software, with the ability to troubleshoot and support a variety of technologies.
Experience managing ITIL-based processes (Incident Management, Change Management, etc.) and familiarity with Service Desk software.
Strong ITIL Knowledge (Certification Preferred).
Experience in a Managed Service Provider environment is preferredIn Technology Group Ltd is acting as an Employment Agency in relation to this vacancy