Service Desk/Delivery Manager

Role: Service Desk Manager Company: IT MSP - 20 staff Location: Liverpool Street (Hybrid) - 3 days in the officeSalary: £50,000 - £60,000 Team Leadership: Manage, mentor, and train technical support staff, including hiring and performance evaluation.Operational Management: Oversee day-to-day service desk operations, ensuring SLA's and KPI's are met or exceeded.Incident & Request Management: Manage the queue of requests, ensuring timely, efficient resolution of IT issues.Process Improvement: Identify trends in incident data to reduce call volumes and implement improvements in ITIL processes (Problem, Change, Asset).Stakeholder Management: Act as a key contact for users and internal stakeholders, managing escalations effectively.Documentation & Tools: Maintain the Knowledge Base, ticketing system, and documentation standards.Tech stack – MS 365, Azure, AD, Networking (Firewalls, LAN/WAN and VPNs), Managed