- Manage and oversee the day-to-day operations of the 1st Line Service Desk team.
- Provide leadership, guidance, and support to team members, fostering a collaborative and high-performance work environment.
- Ensure timely and effective resolution of client issues and requests, maintaining high levels of customer satisfaction.
- Monitor service desk performance metrics and KPIs, identifying areas for improvement and implementing strategies to enhance efficiency and effectiveness.
- Develop and maintain service desk processes, procedures, and documentation to ensure consistency and quality of service delivery.
- Act as a point of escalation for complex or critical incidents, working closely with other teams to facilitate resolution.
- Strong technical knowledge of IT systems, networks, and infrastructure, with proficiency in troubleshooting and problem-solving.
- Excellent communication skills, with the ability to interact effectively with clients, team members, and stakeholders at all levels.
- Proven leadership abilities, including the ability to motivate, coach, and develop a team of support professionals.
- Experience working in a Managed Service Provider (MSP) environment - Ideal.
- ITIL certification - Ideal.
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Service Desk Manager - Southampton, United Kingdom - Digital Waffle
Description
Service Desk ManagerSouthampton
£35,000 - £40,000k (DOE)
Digital Waffle is working with a highly successful and fast growing MSP, who are looking for a Service Desk Manager The ideal candidate will have a strong background in IT support, as well as leadership experience, and a passion for delivering outstanding customer service.
Responsibilities: