Service Desk Manager

Who are CT?

We are a rapidly growing MSP operating from a large office in Chesterfield – we offer an informal, relaxed yet high performance environment where we recognise and reward effort and achievement.

CT prides itself on high levels of strategic engagement with its customers coupled with our internal technical expertise, enabling us to operate our own cloud infrastructure and communications network.

We are expanding our team and are seeking enthusiastic, driven and ambitious team members to join in our journey.

Service Desk Manager:

As the Service Desk Manager, you will be responsible leading an established Service Desk of IT professionals. You'll manage the day-to-day operation of the IT Service Desk ensuring that all Service Desk staff record, prioritise, and manage the lifecycle of Incidents and Service Requests efficiently, with a high level of customer service and in accordance with Service Level Agreements.

You will be managing and mentoring the team to develop individuals, aiming to deliver the high operational standards expected from CT’s customers. This is a full-time management role within the business.

The key duties and responsibilities of this position are as follows:

  • Managing the day-to-day operation of the 24/7 IT Service Desk including working with the technical team leaders (where applicable)
  • Ensure cover is in-place for technical team leaders (where applicable) to ensure continuation of service levels as well as the operational escalation point
  • Ensure accurate prioritising and managing the lifecycle of incidents and service requests
  • Ensure that on-call rota’s are in-place the required service is understood
  • Collate monthly payroll information for the Operations Manager (i.e.) overtime, holidays, sickness
  • Establishing and maintaining relationships with key stakeholders both internal and external ensuring customer satisfaction
  • Assist in building a Service Desk strategy providing ideas to develop the Service Desk
  • Ensure that any KPI’s in-place are delivering the required service perception to customers as well as the contracted SLA’s
  • Monitor and deliver regular data analysis and reporting of SLA’s/KPI’s as well as trends/utilisation which include recommendations for improvement which will be reviewed at monthly board meetings
  • Define and document Service Desk standard operating procedures\processes to drive efficiency and service improvements
  • Mentor and develop staff to create a proactive Service Desk working environment including regular 1-2-1’s
  • Work with our Service Management team to address any complaints, SIP’s and continual service improvement initiatives
  • Liaise with our DevOps team to identify and implement efficiency using automation as well as system improvements
  • Ensure all RCA reports are completed by the technical service desk engineers and reviewed in-line with the SLA’s
  • Attend (when required) client service review meeting with the AM/SM
  • Oversee the delivery and develop an effective onboarding process of all new Service Desk employees
  • Contributing to the development of our overall service strategy
  • Delegation of all assigned technical tasks into the appropriate service sesk engineer or team leader or technical lead (where applicable)

Aptitudes / Skills / Abilities:

  • Self-motivated and enthusiastic
  • Excellent communication skills/written and verbal
  • Excellent presentation skills
  • Evidence of strong people and team management/leadership
  • Proactive approach to avoid service impacting events
  • Ability to deliver excellent customer service through team empowerment
  • Excellent operational problem-solving skills
  • Ability to deliver operational change across the team
  • Ability to work effectively and efficiently alone or as part of a team
  • Adaptable and Flexible
  • Remain calm and punctual under pressure
  • Analytical thinker with a focus on data
  • Ability to delegate tasks across a team

Knowledge and Experience:

  • Minimum 6 year’s experience within the IT Industry and previous experience within an IT & Telecoms MSP
  • SDI Manager accreditation or equivalent leadership qualification
  • Minimum 2 years of team leadership/management experience
  • Ability to work full-time
  • Proven knowledge of ITIL framework
  • Proven experience of developing a team through growth and change
  • Proven experience of working within, managing and defining KPI targets

Benefits:

  • Free onsite parking with EV charging points
  • Air conditioned offices with shower facilities
  • Career progression with personal development plans
  • Funded training opportunities
  • Vitality private healthcare plan
  • Sick pay policy
  • An active formal and informal social calendar with escape rooms, go-karting and curry evenings being the favourites
  • A large social hub to relax and have a coffee from our Starbucks Machine or enjoy a game of pool or use the Playstation
  • Hybrid working – remote / customer site / office
  • Weekly HIIT sessions provided by The Fitness Truck for those who want to challenge their body as well as their mind
  • Regular mental health training programme available to all
  • Last but not least, our office dogs

Please apply below or see our other open vacancies.

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