IT Service Desk Manager

IT Service Desk Manager Chance to join a growing IT MSP with a reputation for excellence, particularly in Microsoft Cloud and Security technologies. Benefitting from a hybrid home working model you will take ownership of the 1st and 2nd Line engineers, playing a key role in developing the team, improving service desk processes and maintaining strong customer relationships. Clear opportunities for technical and management progression including funded certifications. Role/Responsibilities Directly manage and support the 1st and 2nd Line Service Desk teams. Oversee ticket queues, SLA performance, escalations and service levels. Coach and develop engineers, helping them build their technical capabilities and progress their careers. Act as an escalation point for complex customer issues where required. Work closely with 3rd Line and Project Engineers on escalated issues and technical projects. Identify opportunities to improve Service Desk processes, efficiency and customer experience. Monitor team performance and provide regular feedback and development plans. Help maintain strong relationships with customers and ensure issues are communicated effectively. Support the ongoing development of the organisation's Microsoft-focused technical services.