IT Service Desk Manager

About the job

How would you like to work for Opus, one of the UK’s largest independent Managed Service Providers who have recently been recognised as “World Class” in the Best Companies to work for Awards?

Due to our impressive consistent growth within the IT & Telecoms sector, we have an exciting opportunity for an IT Service Desk Manager to oversee and manage our IT Support team. The ideal candidate will have extensive experience in managing IT service Desk teams within an MSP environment, a strong understanding of client needs, and the ability to lead a team to deliver high-quality IT services.

Where? Join our Service Delivery Team

You will be responsible for:

•    Managing a team of approx. 8 (1st – 3rd line IT technicians) including hiring, training, and performance management

•    Ensuring engineering resources working on Technical Support are working at optimum levels of performance with sufficient skilled resource available to adhere to contract SLA

•    Quality checking technical support queues/calls

•    Maintaining a deep understanding of our IT solutions and ensure the team stays current with the latest technologies and industry trends relevant to client needs

•    Handling and overseeing the escalation of complex issues, ensuring appropriate resolutions are achieved

•    Overseeing routine system maintenance, including updates and backups

•    Overseeing the delivery of IT Support to clients, ensuring high levels of customer satisfaction. Managing ticket queues and escalations

•    Overseeing Technical Support work queue and liaise with Field Support, Networks, Project Managers to assist when Technical Support require on site visits

•    Adhering to ITIL best practice where possible

•    Working closely with the Head of Technical Services and provide Bi-Monthly reporting on SLA and team performance

Salary £45-£50k DOE

25 Days Holiday + 8 Bank Holidays

Optional Hybrid working (3 days in Reigate)

Other organisations may call this role IT Helpdesk Manager, IT Helpdesk Team Leader, or IT service Desk team Leader 

Who? are we looking for? 

We are seeking an IT Service Desk Manager with:

•    Minimum 4 years in delivering IT technical services / team Leader / Manager within an MSP organisation

•    Experience: Minimum 4 years in desktop support and 2 years in IT infrastructure roles 

•    Expertise in Microsoft environments, cybersecurity, and vendor management.

•    Microsoft 365 Certified: Fundamentals (MS-900)

•    Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100 & MD-101 or MD-102)

•    Microsoft Azure Certified: Fundamentals (AZ-900)

•    Microsoft Azure Certified: Administrator or AVD (AZ-104, AZ-140)

•    ITIL Foundation qualifications would be desirable

•    Experience building and documenting Processes and workflows

•    Strong communication skills

•    Ability to communicate verbally and in writing in a professional manner

•    Good at liaising with other departments and flagging up potential problems

What? can Opus offer you?

•    Free daily breakfasts in the office

•    Regular companywide events

•    Monthly 'shining star' employee recognition awards

•    Pension and life insurance

•    Refer a friend scheme (£1,000)

•    Mental health, financial and legal support

•    Training and development plans

•    Various annual volunteering opportunities

•    Option to buy and sell holiday

•    Employee Dream Ball - Quarterly chance to win £2.5k towards a dream

Culture is important to us as are our values

Work together to win together

Be brave and think differently

Own it and never give up

Strive to be the best

Stay curious and keep learning

Meet Opus

Established in 1992, Opus integrates best of breed solutions, to deliver tailored, managed services to medium and large enterprises from both the private and public sector nationwide. Our world-class expertise is delivered by our internal teams, while leveraging best of breed technology partners such as Microsoft, Mitel, 8x8, Cirrus, Five9, Gamma where we have achieved platinum partner status. 

We deliver outstanding customer experience and are the only MSP to be awarded the Service Mark accreditation from the Institute of Customer Service.

We are a Disability Confident employer and Living Wage accredited.

https://www.opustech.co.uk/blog/best-companies-award/

Become part of our exciting success story