IT Service Desk Manager

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Job Title: IT Service Desk ManagerLocation: EdinburghSalary: Competitive depending on experienceJob type: Full time, PermanentFounded in 2016, the company is a global innovator in cloud solutions, working with customers and partners to deliver a comprehensive suite of end-to-end managed IT services via local teams located across a number of regional offices in the United Kingdom, Netherlands, and Ireland.They help companies embrace the cloud revolution, transforming the way IT professionals operate by managing their systems and data securely. By leading their IT resilience, they guarantee peace of mind and the foundations to scale business with a fully managed support system.The company is built on integrity and a personal approach with customers which offers a true partnership. Likewise, team members enjoy a culture which promotes collaboration in a family friendly working environment, as well as supporting personal autonomy, self-development, and a commitment to the shared goal of delivering market leading IT services.They're currently searching for a talented and experienced IT Service Desk Manager to join the dynamic and growing technical team based in Edinburgh.Responsibilities and Duties:Leading a team of 8-10, super bright, cloud services engineers and architects, to deliver; Managed infrastructure services across both private cloud and public cloud (AWS/Azure) environmentsContainerization services - managed KubernetesConsulting projects and24/7 support for our cloud customersCollaboration with business units and stakeholders across the commercial and technical teams to support proposals and client solutionsReview and set lead-time availability for managed services and program management of project delivery based on team workloadAct as an escalation point for client issues and team problem resolution as neededSchedule requests, tickets and project workLead regular stand-ups with both commercial and technical teamsHold regular management review meetings with the teamDeliver KPI statistics and reports to customers and senior management teamHelp to build and maintain a Customer Satisfaction facility, within the helpdesk function, and report on this regularly to senior managementThe successful Candidate will have/ be:EssentialMin 3-5 years' experience working for a Managed Services Provider, delivering cloud solutionsProven track record of managing and growing a remote teamProven track record of overseeing projects in the cloud services domain, working with multiple stakeholders across commercial, technical, and management teamsProven track record in building helpdesk management systems, KPI reporting and customer reports against service desk SLAsExperience in change management and approval processesExperience in working to ensure customer solutions and services comply with the relevant product standards and internal documentation (in accordance with ISO certification)Manage 24/7 technical support operations including management of an on-call rotaHigh level of written and spoken English as well as high standard of documentationDesirableTechnical background with prior experience or exposure to some of their core technologies such as VMware, vSphere, Backup & Disaster Recovery (ideally Veeam and/or Zerto)PersonalConfident self-starter. Able to deliver quickly, use own initiative and be motivated to get the job done effectivelyHigh energy individual who enjoys working with customers to deliver exceptional customer service as well as stakeholder managementLeadership abilities to help motivate and support the career development of talented engineers as well as mentoring and coaching abilitiesPassionate about technology and how it can be leveraged to solve customer challengesStrong analytical and problem-solving skillsStrong communication and interpersonal skillsAttention to detailExcellent team playerPlease click on the APPLY button to complete your application at the Company's careers page.STRICTLY NO AGENCIESCandidates with the relevant experience or job titles of: Senior Service Delivery Coordinator, IT Support Manager, Senior IT Support Engineer, IT Operations Manager, 3rd Line Support Engineer, IT Services Manager, Cloud Solutions Engineer, IT Infrastructure Manager, Senior IT Service Delivery Analyst, Technical Service Manager, IT Manager, Cloud Services Manger may also be considered for this role.