Job Ref: 213252995

Date: 2021-02-25 23:57:35

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Service Desk Manager (MSP)

To £45k + Benefits 

Milton Keynes/Remote 

The Scenario:

High growth Managed IT Services Provider (MSP) undergoing heavy investment to become an industry leading service management organisation.

Already delivering a successful managed IT and professional services models into enterprise they have undergone 12 months of exec level investment and transformation to get ready for a growth and development towards becoming an industry leading MSP. 

Responsibilities: 

In summary to manage the Service Desk function and enable the deliver successful business outcomes for engaged enterprise service customer/, including:

-Build, Develop and foster a culture of service excellence ensuring service levels and customer satisfaction are met and exceeded

– Lead and manage a high performing team, with a focus to develop and drive career progression learning/technical development and personal performance

– Oversees 100% of the request, incidents and problems managing and coordinating urgent and complicated customer issues including P1 triage

-Managing Major incident comms

– Work toward process improvement

-Strive for successful change management and and transition management

-Manage a service desk team of up to 30 people 

Develop an ITIL based service management 

Offer ideas and support to the head of mangled services for improvement across learning pathways, change, service management

-Work in tandem with Service delivery Team

What do you need:

-At least 2 years in Service desk management

-An ITIL foundation/practioner  V3 or V4 bridge preferred (training provided)

-management experience of a team upward of 15+ min people

-An understanding of problem, incident and delivery management

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