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    Service Desk Manager - Southampton, United Kingdom - Digital Waffle

    digital waffle background
    Description
    Service Desk Manager
    Southampton

    £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:
    • 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.
    Requirements:
    • 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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