Service Desk Manager

We are seeking an experienced Service Desk Manager to join our dynamic team. The ideal candidate will demonstrate strong leadership skills, technical expertise, and a customer-centric approach.

About the job

Borehamwood, Hertfordshire
Permanent, Full-time

This role requires managing a team of service desk professionals (IT, UC and mobile support), ensuring the highest level of service delivery, and maintaining excellent customer relationships.

Duties & Responsibilities

• Team Management and Leadership: Lead, mentor, and develop the service desk team, fostering a collaborative and high-performance culture. Conduct regular performance reviews and provide ongoing training and development opportunities.

• Service Delivery: Oversee the day-to-day operations of the service desk, ensuring timely and effective resolution of customer issues. Monitor service desk metrics and implement improvements to enhance efficiency and customer satisfaction.

• Technical Expertise: Provide technical guidance and support to the service desk team. Stay updated with the latest industry trends and technologies to ensure the team is equipped with relevant knowledge and skills.

• Customer Engagement: Maintain strong relationships with customers, understanding their needs, and ensuring their satisfaction. Act as a point of escalation for complex issues and collaborate with other departments to resolve them.

• Process Improvement: Develop and implement service desk policies, procedures, and best practices. Continuously evaluate and improve service desk processes to enhance service quality and operational efficiency.

• Reporting and Analysis: Generate regular reports on service desk performance, identifying trends and areas for improvement. Present findings and recommendations to senior management.

• ITIL Framework: Utilize the ITIL framework to manage incidents, problems, changes, and service requests. Ensure compliance with ITIL standards and best practices.

• Vendor Management: Liaise with third-party vendors and service providers to ensure the delivery of high-quality services and support.

Skills and Experience

• Minimum of 5 years of experience in a service desk management role, within an MSP environment.

• Strong technical background with expertise in IT infrastructure, networking, and software applications.

• Excellent leadership and team management skills, with a proven track record of developing high-performing teams.

• Exceptional customer service skills with the ability to manage and resolve complex issues.

• Strong understanding of ITIL principles and experience in implementing ITIL processes.

• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and senior management.

• Proficiency in service desk software and tools.

Why join us?

Be a Changemaker:  Play a vital role in shaping Redsquid’s future through innovative UC solutions.

Collaborative Environment:  Work alongside a dynamic, forward-thinking team that values your ideas and expertise.

Professional Growth:  Access opportunities to expand your skillset and thrive in a role with real impact.

Exciting Challenges:  Lead UC initiatives through a transformative acquisition journey that positions Redsquid as an industry leader.

Benefits

We value our employees and are committed to providing them with a workplace which is both safe and secure.
Likewise we create an environment where every employee is treated fairly, with respect and importantly equal opportunities for all.
Read more about our employee commitment on our careers page, and find some of our benefits here:

24 days annual leave entitlement (Increase on years’ service up to 30)
Additional day off for your Birthday
Buy/sell back holiday scheme
Private Health Insurance with discounted perks; (such as gym membership, cinema tickets, flight and hotels)
Bupa Dental Plan
Eye care contribution

Apply now for success