Service Desk Manager - Redsquid.
About this role
About the job Borehamwood, Hertfordshire Permanent, Full-time This role requires managing a team of service desk professionals (IT, UC and mobile support) , ensuring the highest level of service delivery, and maintaining excellent customer relationships. Duties & Responsibilities • Team Management and Leadership : Lead, mentor, and develop the service desk team, fostering a collaborative and high-performance culture. Conduct regular performance reviews and provide ongoing training and development opportunities. • Service Delivery : Oversee the day-to-day operations of the service desk, ensuring timely and effective resolution of customer issues. Monitor service desk metrics and implement improvements to enhance efficiency and customer satisfaction. • Technical Expertise : Provide technical guidance and support to the service desk team. Stay updated with the latest industry trends and technologies to ensure the team is equipped with relevant knowledge and skills. • Customer Engagement : Maintain strong relationships with customers, understanding their needs, and ensuring their satisfaction. Act as a point of escalation for complex issues and collaborate with other departments to resolve them. • Process Improvement : Develop and implement service desk policies, procedures, and best practices. Continuously evaluate and improve service desk processes to enhance service quality and operational efficiency. • Reporting and Analysis : Generate regular reports on service desk performance, identifying trends and areas for improvement. Present findings and recommendations to senior management. • ITIL Framework : Utilize the ITIL framework to manage incidents, problems, changes, and service requests. Ensure compliance with ITIL standards and best practices. • Vendor Management : Liaise with third-party vendors and service providers to ensure the delivery of high-quality services and support. Skills and Experience • Minimum of 5 years of experience in a service desk management role, within an MSP environment. • Strong technical background with expertise in IT infrastructure, networking, and software applications. • Excellent leadership and team management skills, with a proven track record of developing high-performing teams. • Exceptional customer service skills with the ability to manage and resolve complex issues. • Strong understanding of ITIL principles and experience in implementing ITIL processes. • Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and senior management. • Proficiency in service desk software and tools. Why join us? Be a Changemaker: Play a vital role in shaping Redsquid’s future through innovative UC solutions. Collaborative Environment: Work alongside a dynamic, forward-thinking team that values your ideas and expertise. Professional Growth: Access opportunities to expand your skillset and thrive in a role with real impact. Exciting Challenges: Lead UC initiatives through a transformative acquisition journey that positions Redsquid as an industry leader. Benefits We value our employees and are committed to providing them with a workplace which is both safe and secure. Likewise we create an environment where every employee is treated fairly, with respect and importantly equal opportunities for all. Read more about our employee commitment on our careers page , and find some of our benefits here: 24 days annual leave entitlement (Increase on years’ service up to 30) Additional day off for your Birthday Buy/sell back holiday scheme Private Health Insurance with discounted perks; (such as gym membership, cinema tickets, flight and hotels) Bupa Dental Plan Eye care contribution Apply now for success Service Desk Manager First Name Last Name Email Phone Position Select Position MSP Business Development Manager Years of experience Select years of experience 10 years LinkedIn Profile URL Your CV (pdf/jpg format) Your message Submit do you want to join the Redsquid team as an MSP Business Development Manager? At Redsquid we are all about making a difference to our customers with the use of technology. An innovative provider of solutions within IoT, Cyber Security, ICT, Data Connectivity and Voice solutions. We are here to improve our customer’s businesses as well as their operations. Therefore with the use of technology we make them more efficient, increase productivity and reduce costs. Join our team and help us fulfil this mission by providing outstanding solutions and exceptional service to our customers! Our Solutions Want to know more about us? How it all began About Us We'll assume you're ok with this, but you can opt-out if you wish. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience. Necessary Necessary Always Enabled Necessary cookies are absolutely essential for the website to function properly. 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What this role is, and what else it is called
Employers in the UK advertise this kind of work as IT Support Engineer, IT Support Technician, Technical Support Engineer and Support Engineer too, so it is worth searching more than one wording. It is a lead or principal IT Support & Service Desk role in the UK, advertised without a stated working pattern, which is worth asking about.
About hiring at Redsquid
Redsquid has 1 other live technology role on its careers page. See all Redsquid roles, salaries and stack.
How this role compares to the market
Lead and principal roles make up 1,637 of the live UK IT market and advertise a median of £80,000.
Market figures are today's snapshot of live UK roles on employer careers pages; see hiring trends.
Detected on Redsquid's careers page. ProdReady Recruitment lists this vacancy as an aggregator and is not the employer; applications go to the employer's own site.