Our client is the first and largest global provider of SaaS Web Security, ensuring a safe and productive Internet environment for organisations. Our client’s solutions keep viruses and spyware off corporate networks and allow organisations to control and secure the use of the Web and instant messaging.

They are winning numerous technology awards, against much larger competitors, due to their unique, cutting edge technology, and have just moved to new offices to continue their expansion.

Position: IT Service Delivery Manager / Service Desk Manager
Location: Central London
Salary: 35 - 45K + Benefits

ROLE:
Our client is looking for an experienced and dynamic IT Service Delivery Manager / Service Desk Manager. The role involves responsibility for our client’s customer services team in London, helping them to resolve issues and liaising with internal teams until resolution to enhance their client’s high levels of customer satisfaction and renewal rates.

You may have experience in the following roles: Customer Service Desk Manager, IT Service Delivery Manager, Helpdesk Manager, IT Operations Manager, Head of Service Delivery, Technical Support Manager, IT Manager, IT Support Manager, IT Ops Manager, Escalation Manager etc

RESPONSIBILITIES:
a) Direct line management of CS engineers: recruiting/developing the team and ensuring that all members are sufficiently trained with the appropriate skills.
b) Reporting on the team and providing metrics highlighting performance, ensuring that all defined SLAs are achieved.
c) Main point of escalation for issues directly affecting CS.
d) Taking the lead on all aspects of documentation relating to support.
e) Collating and disseminating all relevant CS data through various mediums (intranet, KnowledgeBase, team briefings) to ensure that efficiency is maximised and that CS engineers have a full and complete toolset to perform their daily functions.
f) Project managing (from a CS perspective) new software deployments and major customer roll-outs
Investigating smarter ways of assisting customers to diagnose and troubleshoot service and provisioning issues.
g) Managing relationships with relevant partner/reseller technical support functions.
h) Policy, planning, change culture, restructuring, resource analysis and predictive scoping.

ESSENTIAL SKILLS/EXPERIENCE:
a) Minimum of four years’ experience in a Customer Service Desk Manager role.
b) Minimum of five years’ experience as a support/helpdesk engineer ideally with experience of HTTP, SSL, DNS, ICAP, LDAP, Microsoft Active Directory, and TCP/IP Networking.
c) Exceptional analytical and problem-solving skills and the ability to establish and maintain confidence with ownership of issues.
d) Detail oriented, very high level oral and written communications skills, articulate.
e) Team player approach but strong management skills well beyond the capability of team leader ability