Service Desk Lead - MSP ITIL, 2nd-Line & People Mgmt

Zenzero Solutions Ltd; United Kingdom; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

A leading technology services provider is seeking a Service Pod Manager to oversee service operations and ensure exceptional customer support. This role includes managing staff performance, maintaining operational standards, and developing effective communication channels. Candidates should have strong technical skills and experience with IT service management tools. You'll be responsible for ensuring high-quality service delivery while mentoring your team and ensuring alignment with set KPIs.

Qualifications

• Experience working for a Managed Services Provider (MSP, or MSSP).
• Operational understanding in ITIL aligned environments.
• Ability to demonstrate strong communication skills.

Responsibilities

• Manage and control service pod operations.
• Ensure staffing levels are maintained during operational hours.
• Mentor service pod staff as required.
• Monitor performance targets and report metrics.
• Communicate with senior management and facilitate training.

Skills

People/ Line Management

Technical experience to at least a 2nd line level

Excellent troubleshooting skills

Strong team working and leadership skills

Tools

Microsoft 365

ConnectWise

ITSM tools

Job description

A leading technology services provider is seeking a Service Pod Manager to oversee service operations and ensure exceptional customer support. This role includes managing staff performance, maintaining operational standards, and developing effective communication channels. Candidates should have strong technical skills and experience with IT service management tools. You'll be responsible for ensuring high-quality service delivery while mentoring your team and ensuring alignment with set KPIs.