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Form of workAbout us
National Tech is a forward-thinking MSP established in 2003. We specialise in delivering innovative solutions that enhance productivity and security in the workplace. Our expertise in Microsoft 365 and Azure technologies has made us a go-to partner for businesses seeking to navigate the complexities of digital transformation. Join us at National Tech, where we’re committed to excellence and empowering businesses with the tools they need to succeed.
Qualifications & experience
- Proven experience in a Service Desk or technical support leadership role within an MSP or similar environment.
- Strong understanding of ITIL frameworks and experience implementing ITIL-aligned processes.
- Excellent leadership and team management skills.
- Strong problem-solving abilities and a focus on providing exceptional customer service.
- Effective communication and interpersonal skills.
- Relevant ITIL certification (e.g., ITIL Foundation) is highly desirable
- Ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities.
- Broad technical skill set and practical experience with a wide range of hardware, operating systems, and software.
- Extensive knowledge of Microsoft 365 and Azure.
- In-depth knowledge of MSP RMM and PSA platforms, such as N-Central and HaloPSA is highly advantageous.
Tasks & responsibilities
- Provide direction and support to the Service Desk Team to ensure high-quality service delivery.
- Implement and manage service delivery processes in accordance with ITIL best practices, including incident management, request fulfillment, problem management, and access management.
- Monitor Service Desk performance, generate reports, and conduct regular reviews to identify areas for improvement.
- Serve as an escalation point for complex issues, ensuring timely and effective resolution.
- Collaborate with other departments to align IT support with broader company objectives and client needs.
- Develop and facilitate training programs for Service Desk staff to enhance their skills and knowledge in ITIL processes and technical competencies.
- Participate in IT service continuity planning to ensure the Service Desk is prepared to respond effectively to incidents and disruptions.
- Foster a positive team environment by encouraging collaboration, knowledge sharing, and effective communication among team members.
Benefits
- Professional Development: Opportunities for growth such as tuition reimbursement or access to training programs.
- Paid leave over Christmas in addition to the 4 weeks annual leave.
