By 
Ashdown Group
Bedfordshire
England
2020-10-25T16:40:08Z
A successful IT MSP is looking for an experienced Service Desk Manager to join their team in Bedfordshire. You will be responsible for managing, motivating and developing a team of dedicated Service Desk Analysts. Ensuring that excellent levels of technical support and customer service are provided at all times, exceeding service level agreements and KPIs. This role requires a technology enthusiast with strong leadership, communication and organisational skills, who has the ability to build rapport with key stakeholders and external customers. This is a hands-on technical role as you will support the team during busy periods and act as a point of escalation for technical issues, such as major incidents.
The successful candidate is expected to have experience in all or most of the following:
- Leading technical support teams of more than 10
- Planning and scheduling team capacity and rotas
- Implementing, reporting and analysing performance metrics such as SLAs and KPIs
- Managing problems and major incidents
- Microsoft Cloud products – Azure, M365
- Knowledge of iMac (build & asset management)
- ITSM and telephony tool sets owner
- Adopting an ITIL framework
