Help desk/Service Manager

Help desk/Service Manager £35-38,000 + Benefits Liverpool. Our client is a well-established Managed Service Provider looking for an experienced Service Desk Manager to join their team on a full-time onsite basis. You will be responsible for overseeing the daily operations of the service desk team, ensuring efficient and high-quality support for clients. This role involves managing a team of 2 helpdesk operatives and engineers, handling escalations, maintaining SLAs, and creating processes to improve service delivery. The ideal candidate will have strong leadership skills, a deep understanding of service practices, and experience in managing support in an MSP/facilities environment. Key Responsibilities: * Lead and manage the service desk team, providing guidance, training, and performance evaluations. * Ensure timely resolution of client issues and adherence to SLAs. * Handle escalations and complex technical issues, coordinating with other teams as needed. * Monitor and report on service desk performance, implementing improvements as necessary. * Develop and maintain documentation, procedures, and knowledge bases. * Collaborate with account managers to understand client needs and ensure customer satisfaction. * Stay updated on industry trends and technologies to continuously enhance service desk operations. Key skills: * Management and/or Senior IT experience * Excellent organizational skills * Adhering to SLAs/KIPs (response time) * Experience of bit change and concept packages. Please apply now for immediate consideration. In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy