Service Desk Manager

Service Desk Manager – Permanent – London – Up to £55,000 Per Annum

We are looking for a dynamic Service Desk Manager to work for a growing IT consultancy, who for over 18 years have been empowering their employees to provide a world class IT support. You will take charge of an IT Support team of a approx. 6 employees and have the chance to grow it over time.

Key Responsibilities

• Lead and inspire a team of dedicated IT professionals, fostering a collaborative and customer-centric culture
• Oversee day-to-day service desk operations, ensuring timely incident resolution and request handling aligned with ITIL frameworks
• Drive continuous service improvement initiatives, optimizing processes, tools, and technologies for increased efficiency and customer satisfaction
• Manage problem escalation and resolution implementation for seamless operations
• Analyze service desk performance metrics and customer feedback to identify trends and implement business improvements
• Collaborate with external partners to maintain high service standards and alignment with organizational values

Qualifications and Skills

• Proven experience as a Service Desk Manager or equivalent leadership role in an IT or Managed Service Provider (MSP) environment
• Strong understanding of IT service management principles and ITIL framework
• Exceptional leadership, people management, and team development abilities
• Unwavering commitment to delivering outstanding customer service
• Solid problem-solving and decision-making capabilities
• Excellent communication and interpersonal skills for engaging with technical and non-technical stakeholders

The Company
A leading IT consultancy dedicated to simplifying complexity through a fresh, transparent approach. For over 18 years have been empowering their employees to provide a world class IT support function.
With an impressive client portfolio spanning SMBs across London. Many of these approx. 50 clients have been working with PC MAC Support for 10 years+ which is a testament to their ability to provide not only their expertise, but first class customer service.