Service Desk Manager

Are you a true leader looking for an opportunity to make a positive impact with a busy Service Desk? Want to work for an exciting MSP who are massively scaling up? Are you an operational and performance-driven individual who can ensure first-class customer service? Working for a Cisco Gold Partner, multi-award winning, forward-thinking MSP who are boasting growth year on year. We are seeking a Service Centre Manager who can improve the operational performance of a team of up to 20 1st & 2nd Line Engineers. The Service Centre covers multiple technology stacks, including Cisco UC Collaboration, Cisco Network Security and Cloud Services. Your primary responsibility will be to ensure the smooth operation and continuous improvement of the Service Centre, delivering exceptional customer service and technical support to our clients. Knowledge & Experience Team Leadership experience in a technical operations environment. Strong knowledge of ITIL - Incident, Problem, Change, Event, Knowledge, Asset & Configuration Management. Technical acumen in an operations environment. Background of supporting/managing Cisco and/or Microsoft Azure estates is required. Able to communicate and collaborate at senior levels. Experience of mature ITSM and Observability tooling. Key Responsibilities Lead a team of service centre engineers to deliver a strong customer experience. Conduct regular performance reviews. Identify training needs to support team development. Foster a positive and collaborative work environment. Work with other areas of the business to establish the Service Centre as a cornerstone of the value proposition. Oversee the day-to-day operations of the 24/7 Service Centre. Monitor and manage service desk performance metrics. Develop and implement processes and procedures to enhance team productivity. Be the escalation point for the Service Centre for Incident and Major Incident management. Lead the onboarding of new Managed Services customers.

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