IT Support Manager
IT Support Manager
Hybrid
Managed Service
MSP
Overview:
Are you ready to lead a team in a thriving IT Managed Services provider experiencing unprecedented growth? With over 26 years of industry excellence, we're seeking a dynamic IT Support Desk Manager to champion our team of 5 engineers.
The ideal candidate would be a self-driven IT Support Manager with experience working within an IT Managed Services Provider, ideal for an experienced IT Support Manager who is looking to move into a management-biased role and move away from IT support duties.
About Us: We're a seasoned IT Managed Services Provider, experiencing a surge in demand from clients, old and new, helping our clients move from on-prem to the cloud
Role Highlights:
- Lead a team of 5 engineers in the IT Service Desk support function.
- Opportunity to transition from hands-on support to a management-focused role.
Must-Haves:
- Proven track record as an IT Support Manager within an IT MSP.
- Experience in recruiting, mentoring, and developing 1st, 2nd, & 3rd Line Engineers.
- Proficient in Microsoft 365 Product suite
- Liaising with clients to improve efficiency in service delivery
Key Responsibilities:
Service Delivery:
- Drive continuous improvement for optimal client experience.
- Act as a technical escalation point for EUC IT support engineers.
- Manage call queue and engineers, ensuring SLAs are met.
- Collaborate with the operations management team for seamless operations.
- Implement new products efficiently.
Team Management:
- Define KPIs and drive a high-performance culture.
- Ensure team members maintain excellence and professionalism.
- Plan resources for absences and seasonal demands.
- Provide necessary training and certifications.
Client Support:
- Be the technical point of contact for all EUC escalation.
- Foster client relationships and manage expectations.
- Lead EUC technical liaison in client meetings.
- Drive continuous improvement and implementation.
Ready to take your career to the next level? Join us in revolutionizing IT support services!
Apply Now!
Note: This role is based in Bristol with a hybrid working model.