Technical Service Desk Manager

Location: West Sussex

Salary: £45,000 - £60,000 pa (depending on experience)

About the company:

Our client are a leading provider of cutting-edge Technical solutions, predominantly to the Hospitality sector. Their team is dedicated to ensuring seamless operations for their clients through exceptional service and innovative technology. They are looking for a dynamic and experienced Technical Service Desk Manager to lead their Technical Service Desk team and drive excellence in customer satisfaction and operational efficiency.

Role Overview:

As the Technical Service Desk Manager, you will oversee the daily activities of the company's Technical Service Desk team. This role combines strong managerial skills with hands-on technical expertise, ensuring the effective deployment of resources and resolution of technical issues. You will play a pivotal role in maintaining high standards of service, efficiency, and client satisfaction.

Key Responsibilities:

Service Desk Management: Oversee the workflow of the Service Desk to maximise time utilisation, achieve faster ticket turnaround, and enhance customer satisfaction.
Programme Planning: Collaborate with the Projects Team and Sales to plan and resource installations, ensuring financial and operational efficiency.
Technical Support: Address overflow support requests, providing guidance and technical assistance to team members.
Team Leadership: Act as the primary point of contact for daily issues, managing and mentoring the Technical Service Desk team.
Technical Escalation: Serve as a technical escalation point, supporting the field team and providing on-site assistance when necessary.
Reporting: Generate reports on Tech Team activities as required.
Process Improvement: Develop and implement processes, templates, and workflows to enhance Service Desk efficiency.
SLA and KPI Management: Implement Service Level Agreements and monthly Key Performance Indicator reporting.
Client Interaction: Occasionally visit client sites in London and surrounding areas for hands-on issue resolution and relationship management.
Cross-functional Communication: Maintain effective communication within the company and the wider Technical team.

Key Knowledge and Experience:

Technical Expertise: Over 5 years of technical experience in Network/IT.
Service Desk Management: Previous experience Managing a Service Desk or working with a Managed Service Provider in a similar capacity.
Software Proficiency: Skilled with Call Management software, troubleshooting standard Microsoft Office suites, and Windows operating systems (Windows 7 to Windows 10, Windows Server 2008 to 2019).
Cloud Platforms: Familiarity with Microsoft, Google, and Amazon cloud platforms.
Network Management: Knowledge of Ethernet, TCP/IP routing, firewall technologies, VLAN management, and network switch configuration.
Security Tools: Experience with firewalls, Anti-Virus, Anti-Spam, and web filtering technologies.
Communication Skills: Excellent written and verbal communication skills, including negotiation abilities.

Job Details:

Type: Full-time,
Location: Office based, with travel across the UK.
Hours: Generally 8:30 am - 5:30 pm, with additional hours as required.
Travel: UK travel, including potential overnight stays, to attend client meetings and site visits.

Package:

£45,000 - £60,000 pa (depending on experience)
25 days holiday
AE pension scheme
Company sick pay scheme
Ongoing training and progression opportunities

Alecto Recruitment Limited is acting as an Employment Business in relation to this vacancy.

If your experience matches, please forward your CV immediately.

We thank all applicants who respond, but only those short listed will be contacted