The Role

Due to continued success, Air IT has an exciting opportunity for a Service Desk Manager to join our Service Delivery Team. Founded in 2005, Air IT has grown from strength-to-strength and is now ranked as a world leading Managed Service Provider. We take pride in having an employee-centric environment and are strong believers in developing the skills, knowledge and resource of our workforce.

As Service Desk Manager at Air IT, you will be responsible for the Service Desk, overseeing all activities, ensuring that the department is adequately resourced at all times and that SLAs and customer satisfaction are maintained. You will monitor and continually improve Service Desk systems and procedures to ensure that the Service Desk remains effective in a constantly changing and demanding environment.

Our ideal candidate will be a motivated, experienced Service Desk Manager from a Managed Service Provider background. You will have excellent problem-solving skills and have the ability to lead and motivate the team to achieve specific goals. You will be an effective communicator and have the ability to build strong relationships with colleagues and clients.


Key Responsibilities

  • Oversee all Service Desk activities
  • Ensure that Service Desk SLAs and Golden KPIs are achieved
  • Ensure that customer satisfaction is maintained
  • Monitor and continually improve/develop all Service Desk systems and procedures
  • Build effective relationships with clients to ensure effective communication
  • Manage the performance of team members through setting objectives and managing progress
  • Manage HR processes such as absence management and disciplinaries
  • Oversee work carried out by the team to ensure compliance with SLAs and internal procedures
  • Report on the performance of the Service Desk to the Service Delivery Manager
  • Assist with the recruitment and training of the Service Desk team


Essential Skills and Experience

  • Previous experience as a Technical Service Desk Manager for a Managed Service Provider
  • Team Management experience
  • Strong customer focus
  • Excellent communication skills
  • Current and valid driving licence
  • Flexibility with working hours
  • Willingness to travel
  • ITIL or SDI SDM Certification desirable


Interested in working with us?

We want to hear from people of outstanding ability or potential. To apply for this position, please submit your application using the form below.

Key Benefits

  • Competitive salaries
  • Competitive bonuses
  • Annual pay reviews
  • Health insurance
  • Tiered pension
  • Service holidays
  • Childcare vouchers
  • Company laptop
  • Free uniform
  • Mileage allowance
  • Full induction
  • Career planning

And much more…

Application Form

To apply for this position, please complete the form below and attach your CV and covering letter.
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