AddressGrowing MSP with great career progression
Looking for a motivated person to join our team and be part of an exciting journey in growing our business. The ideal candidate will need to have more than 2 years experience in being a Team Leader or manager in an MSP. The successful candidate will need to be technically strong with level 2 or 3 support experience and management of a team.
Position Summary
To manage the Help Desk Team and assist with escalated tickets when required.
Deliver a high level of services to all clients as per agreed processes, procedures and services level agreements;
To be responsible for managing, developing, training and monitoring of each reporting team member ensuring that targets for work throughput and customer satisfaction are consistently met or exceeded.
Personal Attributes:
• Experience driving change in a fast-paced technical support environment.
• Excellent analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Excellent Communication and leadership skills.
• Planning and organisational skills Position Title.
Key Responsibilities:
- Managing the Level 1/2 (Service Desk) and Level 2 Support Engineers in the Group, via portal, email, chat, phone and walk-up methods, including management of escalated tickets across the technology environment.
- Educating level 1 and 2 support staff on how to improve their support processes.
- Providing and maintaining self-service knowledge for users, Level 1 & 2 engineering support teams.
- Coordinate, support and troubleshoot IT systems.
- Strong customer satisfaction focus and delivery.
- Customer relation management.
- Assist with recruitment and rostering of staff.
- Onboarding and ongoing development and coaching of staff.
- Meeting business SLA's in delivery and service.
- Produce informative communications and briefings for internal and external stakeholders.
- Striving for continual service improvement in all aspects of the Service Desks operations, promoting a highly structured approach to identifying, reviewing issues and taking corrective actions to avoid future repetition.
- Analysis of data to identify and evidence the need for and benefits of improvement activities with measurable outcomes.
