Service Desk Manager
Oscar Technology Stoke-on-Trent
Service Desk Manager - £45,000 - Stoke-on-Trent
We are recruiting for a Service Desk Manager on behalf of a leading technology company in the Stoke-on-Trent area. This is a fantastic opportunity to step into a key leadership role where you will oversee a team of service desk engineers, ensuring exceptional support and service delivery across a growing client base.
Key Responsibilities:
- Lead and mentor a team of service desk engineers, providing day-to-day guidance, coaching, and performance management.
- Oversee IT service desk operations, ensuring efficient ticket management and adherence to SLAs and KPIs.
- Act as the escalation point for complex technical issues, ensuring timely and effective resolution.
- Monitor service performance, identify trends, and implement improvements to enhance service quality.
- Manage incident, problem, and change processes in line with ITIL best practices.
- Ensure excellent customer service standards are maintained, acting as a key point of contact for clients and stakeholders.
- Coordinate onboarding of new clients, ensuring smooth transitions and service readiness.
- Produce regular reports on service desk performance and provide insights to senior management.
- Work closely with other technical teams to ensure seamless support across infrastructure and cloud services.
- Drive continuous improvement initiatives, including process optimisation and automation where possible.
The Technology You'll Be Working With:
- O365
- Windows 10/11
- Microsoft Server: Active Directory, Group Policy
- Ticketing Systems (e.g., ServiceNow, Autotask, ConnectWise)
- Remote Support Tools
- Basic Networking: TCP/IP, DNS, DHCP
- Azure (administration & user support)
- Virtualisation exposure (VMware / Hyper-V)
- Backup Technologies (e.g., Veeam)
- PowerShell (desirable)
Service Desk Manager - £45,000 - MSP - Stoke-on-Trent
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