Our client is an IT Managed Service Provider based in Dundee, servicing clients throughout Scotland and beyond. They are currently in an exciting period of growth with ambitious goals and looking for a full-time Service Desk Manager to join the team.
The role involves leading and inspiring the Service Desk Team to deliver high-quality service and satisfaction to business clients. The position focuses on team management, providing technical support on the desk as required, managing escalations, service desk metrics, and improving processes and procedures.
The Role
Reporting to the Head of Service Delivery, this is a hands-on technical and customer-facing role which will provide the successful applicant with a platform to expand their knowledge and expertise in various business IT systems and solutions. Core functions include:
- Management of the existing team (performing 1-2-1's, managing team development).
- Managing escalated tickets.
- Reporting of Metrics and KPIs.
- Working with the team to set and manage client expectations.
- Identifying recurring issues/problems and helping develop ways to resolve them.
- Providing cover on the desk for holidays, admin tasks and training, where required.
Essential Skills
- Experience in leading or managing a team in an IT background.
- Various PC & Laptop Hardware
- Windows Desktop Operation Systems (7-11)
- Windows Server (2012-2022)
- Firewall/router experience
- Microsoft 365 use and support
- Experience in security tools AV/EDR/spam filtering/web filtering
- Basic networking DHCP/DNS, etc
- Good organisational/admin skills
- Be detail orientated and understand the value of processes.
- Security conscious
- Customer service skills/customer-facing experience
Desirable Skills
- Valid UK Driver’s Licence
- ITIL Experience
- Mac OS Experience
- Working in an MSP environment (providing support to multiple clients).
Benefits
- 28 days annual leave (increasing with length of service)
- Company Pension Scheme
- Life Assurance Plan
- Company health and wellbeing support services (including remote GP, mental health support, and physiotherapy)
- Dedicated time for Training & Development
- Reward and Recognition Platform
- Hybrid Working (after the initial onboarding process)
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Job Profile