Service Desk Manager - 3rd Line Support

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This is an exciting new role within a fast-expanding business. This role will include overseeing the day to day running of our support and customer on-boarding projects.

The role is easily commutable from anywhere within the Midlands and is suitable for a natural leader coming from a strong technical background in a multi-client environment.

You will become a key part of the business moving forward as the company expands. As well as managing the team you will need to be able to also act as the 3rd line of support where required.

The role

- Day to day management of the support team, ensuring all SLA's are met and workloads are effectively delegated

- Becoming a key point of contact for customers, maintaining and improving relationships

- Effectively manage the support team

- Act as escalation path for technical support needs

Required Experience

- Prior experience in a managerial or leadership role within a multi-client MSP environment

- A solid understanding of IT infrastructure systems across a broad variety of technologies- Networking, Security, Cloud Virtualisation, VoIP, Office 365, MS Azure

- Ability to mentor and develop junior members of the team

- Strong communication skills with external stakeholders and the ability to understand niche and specific requirements

- Experience in people management- setting KPIs, training, hiring processes and performance management