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Service Desk Lead

  • Location:

    West Midlands, England

  • Sector:


  • Job type:


  • Salary:

    £45000 - £46000 per annum

  • Contact:

    Kate Balfe

  • Contact email:

  • Job ref:


  • Published:

    4 months ago

  • Expiry date:


  • Startdate:


Job Description

Our client is a newly established Managed Service provider with a wealth of experience behind them.
They are a 'remote first' organisation with a flexible working culture, this is a full time role.
They are seeking to recruit an experienced Service Desk Lead with a managed services background to join the senior leadership team.
Reporting into the Operations Director your primary purpose is to build, sustain and continually improve an efficient, effective and profitable service desk delivering fast, reliable, friendly, proactive and expert 24x7 customer support.
The service desk buck stops here
This is a full-time role based on 9.00-17.30, 5 days a week with one hour for lunch.
However, we actively support a flexible working culture where outcomes are more important that "being at your desk". We encourage all team members to proactively manage their hours based on what is right for them, their manager, colleagues and the customer.
In this role, as required, you will need to work evenings and weekends to meet specific customer needs.
" As a key leader within the overall operations team, follow the Company principles to help us all enjoy building an effective, profitable, best of breed IT Managed Service business
" Help to shape our "why" and our goals
" Help your team to translate these into clear, transparent measurable and visible roles, responsibilities and outcomes
" onboard, train, support, mentor and motivate brilliant front-line people who are not only proactive customer communicators but also excellent engineers
" Put in place the right number and the right type of resources - blending employees, contractors, customer staff and 3rd party organisations - to provide a full 24x7 service desk operation.
" Using Autotask, implement a full IT Service Management platform that meets the needs of the business, our customers, colleagues and end users.
" Wherever possible automate as much as possible to remove "human error" and keep team members working on higher value fixes rather than low level admin
" Create and sustain a culture of trust where what matters is the outcomes, not the hours worked - although covering the hours the customer needs has to take first priority
Help colleagues evolve a culture of excellent communication amongst themselves and the end users built on everyone using the best fit tools, systems and routines needed to support effective distributed working
" The ideal person will be: a doer, calm under pressure and able to respond quickly and positively to changes
" naturally proactive
" experienced in leading a 24/7 service desk in an MSP environment having provided a service to 600+ users and will have come across and solved a whole range of service desk challenges before.

Server ( Microsoft, Linux), Database( SQL, SAP Oracle)
" able to implement, manage and improve an IT Service Management Platform - ideally having had direct experience of Autotask
" experienced in a range of IT Service Management methodologies, will know what works and what doesn't and will have clear ideas about what they'd like to implement to create a best breed service desk
" the kind of person who has always said to themselves "next time I do this, I am going to do it differently and better" - this is your next time
" tenacious with excellent attention to detail, but at the same time able to help everyone see the big picture, understand where they fit in and what they need to do differently to improve service and profitability


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