At Net Support UK we are recruiting for an experienced Service Desk Manager to join us in promoting and improving our customer service experience and promoting excellence in our delivery. We pride ourselves in being a leading MSP in South Wales and are a Microsoft Gold Partner providing solutions to customers cloud and internet needs. This is a great opportunity to take ownership of a team of engineers and define the direction of success for the company.

The Service Desk Manager will be passionate about technology and commercially savvy, with this role playing an integral part in delivering outstanding service to our customers. Reporting to the Operations Manager, the Service Desk Manager is key to the smooth running of our Managed Services operation. You will be an experienced IT Professional, with a demonstrable understanding of the IT sector, particularly in the areas of cloud services, networking and telecommunications. This is a customer facing role, so a desire for delivering service excellence is essential.

We reward our employees based in hard efforts and achievements and we don’t have to be smart to be professional. So whatever your chosen career path, we will be here to support you and help you achieve great things!

What to expect on a typical day:

  • Working closely with Provisioning, Project Management, Networking and the Cloud Solutions team to deliver, manage, maintain and improve cloud solutions and network services delivered to our customers
  • Managing and leading the service delivery teams
  • Ensure that services are being delivered in line with SLA and to our own quality standards
  • Develop, maintain and implement appropriate processes for the support services teams to ensure delivery of consistently high-quality customer service and to ensure the efficient use of resources
  • Analyse Service Desk, Cloud Solutions and Network team activity to identify best-practices and areas of required improvement to improve team efficiency
  • Implement staff scheduling models to ensure staff cover as appropriate to the business requirements. This will include liaising with the Project Management and Operations Manager
  • Managing the customer’s business needs, and in particular the confidentiality and security of customers systems and data, to ensure that services being delivered are appropriate to meet these needs
  • Demonstrate a good understanding of the Managed Services business model and how effective service delivery in an ITIL framework drives efficiency and productivity
  • Have a track record of developing professional relationships with customers and demonstrable experience in communicating and reporting service delivery performance to a non-technical audience
  • Producing written reports, including incident and service reports
  • Maximising commercial performance through controlling costs, and ensuring efficiencies where possible
  • To act as a point of escalation for Service Desk issues and Customer Service issues related to the delivery of services\projects and be on call 24\7

What are we looking for?

  • Demonstrate an understanding of the IT sector, particularly in the areas of cloud services, networking and telecommunications
  • Knowledge of service desk procedures and processes including understanding of SLAs, KPIs and management analysis techniques
  • Experience of using and assessing Helpdesk Management Software
  • Able to facilitate clear communication between their team and the rest of the business with excellent written and verbal communication skills
  • Demonstrable ability to deliver against deadlines and to manage conflicting priorities
  • Experience of working collaboratively across teams, and communicating with colleagues at all levels
  • Experience of handling service/customer issues to the point of resolution
  • Experience of leading and developing a team
  • An excellent understanding of managed services in a commercial environment
  • Knowledge and understanding of our products and services and well as our key technology partners
  • A self-directed, resourceful, creative individual who can manage own time and work autonomously using their own initiative with drive and enthusiasm
  • A desire for personal development and continuous improvement of self and others
  • Will hold a full UK drivers licence
  • ITIL Intermediate or PRINCE2 Foundation
  • ILM Level 5 or above would be desirable

Interested? Here is how you apply:

Please send your CV to careers@nsuk.com where you should expect a call back from Gemma, our internal recruiter. Thank you for your interest – we look forward to hearing from you!

Why Net Support UK?

We’re not just another IT company…we’re leading the way in helping our customers enjoy the benefits of innovative technology. As a Microsoft Gold Partner, providing cloud-based services and hosted applications to business’ is what we do best. We’re committed to transforming the understanding of technology and how we use it forever.

We believe in recognising and rewarding effort, and are committed to providing a great place to work through a range of employee benefits. Here’s a quick overview:

  • A competitive salary
  • Generous holiday entitlement – 34 days’ annual leave
  • Maternity, paternity and adoption packages
  • Healthcare cash plan packages
  • Charity days
  • Childcare vouchers

Do you think you’ve got what it takes to succeed in this exciting role?

If so, send your cover letter and CV to careers@nsuk.com

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