Outdoor Sales Executive

Service Desk Manager / Escalation Engineer required to join MSP based in Borehamwood, Herts.

We are looking for someone who enjoys managing a busy Service Desk, ensuring clients get a great client-experience whilst mentoring the Service Desk team and helping resolve escalated client issues. It s a unique role blending supervisory, technical and managerial skills in order to help us achieve our goal of delivering great technology to our clients.

This is the perfect opportunity for a talented individual to join a fast-growing Managed Services Provider, working on the latest technologies.

Your key responsibilities will include:

Overseeing incidents, problems, changes and service requests.

Managing and coordinating urgent and complicated support issues, becoming the incident manager in major incidents

Acting as the escalation point for all incidents and requests. Develop and mature phone & email ticket escalation processes to ensure free flowing escalation and information within the organisation. Determine root cause of issues and communicate appropriately to internal and external customers.

Looking for opportunities to improve and enhance current Service Desk processes and procedures, implementing a system of continuous improvement.

Maintaining a calendar of engineer movements and ensuring communication to customers with the appropriate information

If you have the following character traits this could be the role for you:

A drive to deliver outstanding customer service.

A willingness to learn and develop new skills.

Dedication and desire to work to deadlines Ownership and follow-up skills.

Ability to work both as part of a team or under own initiative.

Ability to take responsibility for own actions and performance.

A positive attitude to resolving customer problems and incidents in a high-pressured environment.

Ability to lead and guide others.

Ability to communicate complex ideas in a simplified manner.

The ideal candidate will have:

A proven track record as a Technical Service Desk Manager with more than 3 years in a 3rd line technical support role.

More than 1 year in a Service Desk Manager role.

Excellent written and verbal skills.

The ability to multitask across multiple incidents.

Understanding of SLAs and KPIs.

Ability to follow process and procedures accurately and without fail.

Working knowledge of incident ticketing/tracking system(s).

Working knowledge with a managed services company.

What you can expect from us in return:

In addition to a competitive salary, supportive teams and a real chance to progress your career, we offer a range of benefits which include:

Holiday: 22 days' holiday rising to 25 days with length of service

Birthdays: A free day s holiday on your birthday (or nearest Friday/Monday)

Hybrid Working: A minimum of 1 day per week home working.

Socials: Quarterly work socials and weekly team lunches

Top tech: We don't just keep out services and solutions for our customers; that means best-of-breed software and hardware for all our staff.

Training: A tailored training plan including official vendor certifications