Nextgen Tech Jobs
RecruitmentRevolution.com
IT Service Desk Manager – Microsoft MSP
We are a leading Microsoft Managed Services Provider (MSP) specializing in delivering innovative IT solutions and exceptional support to our clients. Our focus on technical excellence and customer satisfaction has positioned us as a trusted partner in the technology space. We are seeking a highly motivated IT Service Desk Manager to lead our service desk team, inspire excellence, and ensure seamless IT support delivery.
Role Overview
As the IT Service Desk Manager, you will oversee the daily operations of the service desk, ensuring a high level of service and support for our clients. You will lead a team of skilled technicians, manage workflows, and collaborate with stakeholders to drive continuous improvement and efficiency.
Key Responsibilities:
- Manage and lead the IT service desk team, ensuring timely and effective resolution of incidents and requests.
- Oversee service desk operations, maintaining adherence to SLAs and KPIs.
- Foster a culture of excellence, providing mentorship and training to team members.
- Develop and implement service desk policies, procedures, and best practices.
- Collaborate with clients and stakeholders to ensure service delivery aligns with business needs.
- Monitor and report on service desk performance, identifying areas for improvement.
- Act as the escalation point for complex technical issues and client concerns.
- Stay updated on Microsoft technologies and MSP trends to drive innovation.
- Contribute to IT strategy and planning, aligning service desk goals with organizational objectives.
Requirements:
- Proven experience in a leadership role within an IT service desk or MSP environment.
- Strong knowledge of Microsoft technologies, including Office 365, Azure, and Active Directory.
- Excellent leadership and team management skills, with the ability to inspire and motivate.
- Strong problem-solving and decision-making abilities.
- Exceptional communication and interpersonal skills, capable of engaging with clients and technical teams.
- Familiarity with ITIL best practices and service management frameworks.
- Proficiency in IT service management tools and ticketing systems.
- Certifications such as ITIL, Microsoft Certified Professional (MCP), or equivalent are desirable.
- Degree in IT, Computer Science, or a related field is preferred but not essential.
What We Offer:
- Competitive salary and comprehensive benefits package.
- Opportunities to lead impactful projects in a fast-paced, collaborative environment.
- A workplace culture that values learning, innovation, and professional growth.
- Access to training and certification programs to enhance your expertise.
Application Process:
If you are a proactive and results-driven leader passionate about IT service delivery, we encourage you to apply. Join us as an IT Service Desk Manager and play a vital role in delivering exceptional support and driving client success.
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