Service Desk Manager

Service Desk Manager Consultancy - Kent - £45,000 - £50,000 Excellent Benefits Overview: An excellent opportunity has arisen within a highly regarded Managed Service Provider for a Service Desk Manager. You will be responsible for the delivery of exceptional levels of service and support to their growing client base and internal systems. Our client provides a broad array of Kent IT Consultancy and managed services and solutions to organisations throughout the South East. Role & Responsibilities: Ensuring accurate and timely resolutions of incidents and requests in line with SLA's Manage customer escalations Act as the technical escalation for team members (1st, 2nd and 3rd line support) Conduct weekly 1:1's to support and coach team members to make sure they meet their KPI's and their development goals Conduct Quarterly Performance Reviews Ensure that incident reviews are undertaken and written up Actively promote excellent customer service for all front-line service delivery, constantly seeking ways to improve customer experience and satisfaction. Provide data and reporting of KPI's and trends to ensure the service is suitably managed and optimised and report to management and others in ad-hoc, weekly, and monthly meetings Essential Skills & Experience: Experience as a hands-on Service Desk Team Leader / Manager. Proven record in people management. Excellent interpersonal and written communication skills Strong ability to train, develop, motivate, mentor and support team members Highly organised and structured with the ability to maintain and drive a positive working environment. Good attention to detail, ability to work to tight deadlines and to mitigate risks and manage issues to resolution ITIL Certified Act as a technical escalation for junior engineers. Technical background with Microsoft products Active Directory, Microsoft Exchange, Office 365 and Windows 7-11 Package: Up to £50,000 basic salary based on skills and experience Excellent benefits package Service Desk Manager Consultancy - Kent - £45,000 - £50,000 Excellent Benefits

Location: Hawley, GB

Posted Date: 2/7/2025