Please see below details on what my client is looking for:

Key Responsibilities

• Leadership: Lead, motivate, and transform a team of skilled service desk analysts and engineers, setting clear goals, managing performance, and promoting development within the team.
• Hands-On Escalation Support: Act as the point of escalation for complex issues and provide hands-on support when needed, ensuring swift and accurate resolutions.
• Service Delivery: Oversee day-to-day service desk operations, including incident management, request handling, and SLA compliance to deliver exceptional customer service.
• Technical Expertise: Leverage your knowledge of on-premises infrastructure, cloud platforms, and Cyber Essentials requirements to support and guide the team on best practices.
• Continuous Improvement: Identify and implement process improvements and contribute to the development of service standards to enhance operational efficiency.
• Client & Stakeholder Communication: Build strong client relationships, providing regular updates on issue resolution and performance, and maintaining high levels of client satisfaction.

Qualifications & Skills

• Proven experience managing an IT Service Desk in a Managed Services environment.
• Exceptional problem-solving skills with a hands-on approach to troubleshooting escalations.
• Ability to manage, mentor, and motivate a team to meet KPIs and deliver excellent customer service.
• Excellent communication skills, both written and verbal, with the ability to effectively engage with clients and stakeholders at all levels.
• Strong organisational skills, able to manage multiple tasks and priorities within a fast-paced environment.

Please send me your most recent CV for further details.