IT Service Desk Manager

• Run the service desk, including triaging, assigning and following up tickets and maintaining ticket quality
• Answer calls and personally handle escalations and complaints
• Manage desk pace, timekeeping, breaks, workloads and phone coverage
• Set and report on response and resolution targets, and track customer satisfaction
• Use RMM alerting, patching and reporting to maintain client estates
• Line-manage engineers through one-to-ones, objectives, probation reviews and training plans
• Create a skills matrix, coach team members, manage performance and address difficult issues
• Act as the senior technical escalation point, lead major incidents and keep clients updated
• Raise and manage faults with telecoms and connectivity suppliers, document incidents and address root causes
• Manage projects from scoping and quoting through planning, customer updates, delivery and handover; manage scope changes and project documentation
• Plan engineer workloads across tickets, provisioning, installations and projects, and coordinate site visits and subcontractors
• Build and maintain the knowledge base and runbooks

Technologies:

• Active Directory
• Azure
• Hyper-V
• ITIL
• Matrix
• Microsoft 365
• Security
• Windows
• Office 365
• Cloud
• React
• SharePoint

More:

We are L A Comms Ltd, an independent telecoms, IT, security and payments provider serving businesses and schools across the UK. We have been operating for 17 years and provide connectivity, 3CX phone systems, Microsoft 365, networks, cyber security and physical security. We are Cyber Essentials Plus accredited and a 3CX Platinum Partner. We are creating this senior, hands-on role to lead our engineering team through its next stage of growth. The role is based in person at Navigation House, Belmont Wharf, Skipton, and reports to the General Manager; approximately 75% of the week is spent running the service desk and 25% leading projects. Pay is £50,000-£65,000 OTE, comprising a basic salary and quarterly performance pay. Benefits include a company vehicle and fuel card, private medical and wellbeing scheme, workplace pension with enhanced employer contributions after two years, life insurance, 25 days holiday plus bank holidays and your birthday off, gym membership and free on-site parking. Benefits start after probation.

• Solid 3rd Line skills across most of the technologies and systems listed, including Windows Server, Hyper-V, Active Directory and Entra, Group Policy, Azure, Microsoft 365, networking, UniFi, firewalls, security, backup, QNAP, VoIP and 3CX, plus school systems where applicable
• At least two years of experience line-managing engineers in an MSP
• A fast-paced, assertive leadership style, with the ability to set expectations and hold people accountable
• Experience handling difficult customers calmly, both face to face and by phone, through to resolution
• Clear, confident communication with engineers, clients and suppliers
• Experience scoping, leading and handing over MSP projects
• Experience running a service desk using PSA and RMM systems
• Full UK driving licence
• Enhanced DBS check required; we pay for the check
• Helpful: experience with 3CX, SIP trunks, leased lines or FTTP provisioning; structured cabling or access point installations; Cyber Essentials Plus audits; ITIL or ISO 27001; or managing subcontractors
• Management and leadership experience of two years is preferred