Role: Service Manager Salary: £DOE plus benefits We're looking for a Service Manager to join and lead our Managed Service support desk.
This role requires an individual with previous experience managing a support team within an IT Managed Service Provider.
As the Service Manager, you will be the linchpin, ensuring our team of 1st, 2nd, and 3rd line support engineers delivers a world-class customer experience.
The role will involve leading and inspiring the team, ensuring swift and effective resolution of technical issues while continuously driving improvements in our service processes.
Some of the responsibilities of a Service Manager at Netcentrix include: Team Management: Manage our 1st, 2nd, and 3rd line support teams.
Recruit, train, and evaluate team members to ensure a high-quality performance cycle and to enable development and growth.
Service Delivery: Ensure our support teams consistently exceed customer expectations, maintain high satisfaction levels, and meet or surpass agreed service level agreements.
Managed Service Coordination: Provide comprehensive IT management, ensuring proactive monitoring, maintenance, and support aligned with client agreements.
Service Level Agreements (SLAs): Monitor and report on agreed SLAs.
Ensure all support activities meet or exceed these agreements, maintaining high standards of service delivery through effective team management.
MSP Management Experience: Demonstrated experience and industry expertise in managing a support team within an established IT Managed Service Provider.
Solid technical background, with the ability to understand and supervise complex IT environments and support requirements.
Customer Focus: Strong commitment to delivering exceptional customer service.
Effective and Proactive Service Delivery: Demonstrable experience in delivering customer-centric processes and SLAs that focus on the efficiency and productivity of the service, with the ability to review and refine proactive continuous improvement to benefit our customers and processes.
We're committed to investing in our employees—offering the latest training and accreditations and creating a fun workplace.
If you're looking to work in the exciting world of technology, in an environment that encourages individuality and creativity, with progression opportunities, and benefits that reward your hard work, get in touch.
~ Hybrid working ~ Enhanced Maternity & Paternity Leave ~ Regular company events ~ Plenty of scope for progression and opportunities for training – technical and management ~ 25 days holiday + bank holidays + 1 volunteering day ~ Your Birthday off ~ Medical schemes and cycle-to-work initiatives ~ Mental wellbeing and financial wellbeing support ~ We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.