Duties to include:
* Leading, supporting, and motivating the service desk team to deliver excellent client service.
* Being line manager to service desk analysts
* Providing guidance on escalated issues and managing client concerns effectively.
* Overseeing the allocation, monitoring and closure of support tickets.
* Ensuring SLAs and KPIs are met and reporting performance to senior leadership.
* Analysing service desk data to identify trends and drive improvement.
* Ensuring customer satisfaction.
* Ensuring that required training, development, and certification within the team is delivered.
* Maintaining a positive team culture that balances performance, collaboration, and growth.
* Supporting the wider business in developing and expanding service offerings.
* Developing/maintaining processes in line with ITIL and ISO requirements, and ensuring compliance
As a successful candidate, key skills and preferred experience :
* Previous experience managing or leading a service desk or IT support team.
* Experience of service ticketing systems - Freshdesk would be beneficial.
* Excellent communication skills, both verbal and written.
* Ability to manage client escalations professionally and calmly.
* Background in implementing service improvements and best practice.
* Experience of monitoring and reporting on SLAs and KPIs.
* Strong organisational skills with attention to detail.
* Able to balance leadership responsibilities with occasional hands-on support.
* Problem-solving mindset with a focus on outcomes.
This is a great opportunity to work for a dynamic and rapidly expanding company that encourages growth and career progression. In return the company offers an excellent remuneration package plus bonuses, up to 25 days holiday
Salary description
£40000.00 - £50000.00 per year