This job offer is not available in your country.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 RoleWe 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 & SupervisionBuild, lead, and mentor a team of service desk professionals.Drive team growth through professional development plans and training.Service DeliveryEnsure timely and effective resolution of IT service requests, incidents, and service disruptions to maintain operational efficiency and service levels.Process DevelopmentDesign 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 ManagementMonitor, 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 CommunicationAct as the primary contact for client communications regarding service issues, updates, and resolutions.Reporting & AnalyticsTrack 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.
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