TSR Select | IT Sales Recruitment | IT Technical Recruitment | IT Recruiting

We are currently recruiting for a Service Desk Manager. The role is 50% Service Management and 50% Services Desk and Projects.

Responsibilities of the role include:

• Team Leadership: Manage, mentor, and train technical support staff, including hiring and performance evaluation.
• Operational Management: Oversee day-to-day service desk operations, ensuring SLAs and KPIs are met or exceeded.
• Incident & Request Management: Manage the queue of requests, ensuring timely, efficient resolution of IT issues.
• Process Improvement: Identify trends in incident data to reduce call volumes and implement improvements in ITIL processes (Problem, Change, Asset).
• Stakeholder Management: Act as a key contact for users and internal stakeholders, managing escalations effectively.
• Documentation & Tools: Maintain the Knowledge Base, ticketing system, and documentation standards.
• Tech stack: MS 365, Azure, AD, Networking (Firewalls, LAN/WAN and VPNs), Managed Services, Backup, DR, Virtualisation, Server, Storage, and Endpoint hardware.

Salary is £50,000-60,000.

Company: Managed Service Provider: 20 staff
Location: Finchley (Hybrid) - 3 days in the office