TMB are a leading UK provider of IT Services working with a wide range of sectors including education, construction, and finance. We have offices in Wimbledon (London), Havant (Hampshire) and Colchester (Essex), which enables us to support client sites all around the Southeast of England.
We are looking for an experienced IT Service Desk Manager to be based in our Colchester Office.
The IT Service Desk Manager will lead the IT Service Desk which is made up of three teams, Front-Line, Second Line and Third line support engineers. You will be responsible for the output and performance of the IT Service Desk and leading the teams to success.
The IT Service Desk Manager will report to the Head of Technical Operations and is responsible for achieving company goals within the IT Service Desk including financial performance, utilisation, KPIs, Process & providing service excellence to both customers as well as internal users of IT.
You will be forthcoming with ideas on how to improve the team’s workflow, technology, and services.
You can look forward to working with an experienced and talented team, and TMB will provide you with the opportunity, resources, and training to develop your skills.
We are looking for an IT Service Desk Manager with the following skills and experience.
Proven experience as a Service Desk Manager or similar role.
Experience working in an ITIL based MSP Environment.
Strong customer service background.
Knowledge of the Autotask ticketing system or similar.
Knowledge of ITSM and RMM tools.
Leading and Motivating Teams.
Completing 121’s and appraisals
Develop and continuously improve ITIL based processes.
Working within a Change Management framework.
Strong stakeholder management skills.
Ability to communicate at all levels, both written and verbal.
Level 2 Engineer Technical Support knowledge.
Additional Desirable Skills & Experience
Experience with Cyber Security accreditations (Cyber Essentials, ISO27001).
Cyber Security awareness and best practice.
We would love to hear from anyone that meets the above criteria and then speak to them over the phone to gain further information. Successful candidates will then be invited to our Colchester office for a face-to-face interview.