Help Desk & IT Support (Information & Communication Technology) We are a values-driven IT Managed Service Provider, dedicated to supporting small and medium-sized businesses with exceptional IT solutions and client care. With our new in-house help desk, we're building a vibrant, collaborative team that thrives on innovation, commitment, and supporting our clients' success.
Why Work With Us? Culture and Values - Be part of a supportive, team-oriented work environment.Career Growth - We provide training, certifications, and growth opportunities.Flexible Work - Enjoy a flexible work environment with remote options.Impactful Role - Work with the latest technology and make a real difference for our clients.Recognition and Rewards - Regular company events and recognition for your achievements.Supportive Management - Open-door policy for direct access to senior management.Structured Onboarding - Comprehensive onboarding and support as you join.About the Role We are looking for a proactive Service Desk Manager to set up and lead our new in-house help desk. You will play a vital role in establishing the systems, licences, and processes essential for a high-performing IT support team. Additionally, you will be responsible for hiring and mentoring two junior service desk staff to ensure we provide fast, reliable support to our clients.
Key Responsibilities: Leadership & Supervision Build, lead, and mentor a team of service desk professionals.Drive team growth through professional development plans and training.Service Delivery - Ensure timely and effective resolution of IT service requests, incidents, and service disruptions to maintain operational efficiency and service levels.
Process Development - Design and implement service desk processes and workflows that enhance efficiency and client satisfaction.
- Collaborate with internal teams to implement process improvements and automation.
Incident & Problem Management - Monitor, log, and manage incidents, ensuring they are resolved according to established SLAs.
- Analyse recurring issues and work with technical teams to develop lasting solutions.
Stakeholder Communication - Act as the primary contact for client communications regarding service issues, updates, and resolutions.
Reporting & Analytics - Track performance metrics, prepare reports, and present insights to senior management for continuous improvement.
- Oversee the management of help desk tools and systems, including ticketing systems and remote support platforms.
Key Requirements: Proven experience in a Managed Services environment, ideally in a Service Desk Manager role.Ability to design solutions and support sales team.Strong leadership qualities with the ability to inspire, guide, and support diverse teams.Excellent customer engagement skills, with a proactive, customer-first approach.Familiarity with ITIL practices and service management principles.If you're a dedicated IT professional ready to take on a meaningful role with growth potential, we'd love to hear from you! Join us and be a part of building our clients' success, every step of the way.
#J-18808-Ljbffr