Job Description
As a skilled IT leader, you will be responsible for driving service excellence in IT support. Your role will involve leading a high-performing team and optimising support processes to deliver top-tier service to customers.
You will have the opportunity to work with a talented team of individuals who are passionate about providing exceptional customer service.
This is an excellent chance to develop your leadership skills and make a real impact in the IT industry.
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About Us
A managed service provider specialising in full-service solutions and support.
We empower our clients with time and flexibility to focus on what matters most. Our services include IT support, security services, project management, asset management, disaster recovery and more.
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Key Role Responsibilities
* Talent Acquisition: Recruit skilled individuals to work under you in the service desk team.
* Performance Management: Ensure optimal performance of the service desk staff and address any shortfalls.
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Team Leadership, People Management
* Lead and inspire a team of service desk analysts, ensuring effective IT support.
* Monitor performance against KPIs/SLAs and implement continuous improvements.
* Foster a positive, collaborative team culture and conduct regular performance reviews.
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Service Desk Operations
* Manage daily service desk activities and ensure prompt resolution of technical issues.
* Act as the key escalation point for complex incidents and service requests.
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Requirements
* Proven experience in an IT Service Desk or IT support leadership role.
* Strong understanding of ITIL processes and Service Management best practices.