You will act as the primary point of contact for customers, overseeing incoming support requests and ensuring issues are triaged, prioritised, and resolved efficiently. This is a visible role with responsibility for service quality, team performance, and customer experience.
Key Responsibilities
- Act as the primary customer contact, representing the organisation in all service interactions.
- Manage and oversee the service desk function, including ticket triage, prioritisation, and dispatch.
- Lead and support a team of IT technicians, fostering a collaborative and high-performance culture.
- Serve as the senior technical escalation point for complex or unresolved issues.
- Remain hands-on by resolving selected Level 1 support requests.
- Track and manage timesheets, billable work, and service delivery metrics.
- Facilitate daily stand-ups and regular service review meetings.
- Develop and maintain service and process documentation.
- Collaborate closely with senior stakeholders to align service delivery with business objectives
- Provide on-site support where required
What You Will Bring
- Proven experience in a Service Delivery, Service Desk Lead, or similar role within a managed services environment
- Strong customer-facing communication skills and a professional, approachable manner
- The ability to remain calm, decisive, and organised in a fast-paced support environment
- Confidence leading and supporting technical teams
- High attention to detail, particularly around documentation and time management
- A proactive mindset with the ability to work autonomously and take ownership
Bonus Experience
- Hands-on experience with PSA and RMM tools (e.g. ConnectWise, Ninja, or similar)
- Strong exposure to Microsoft and Windows environments
- Experience acting as a technical escalation point
This role is ideal for someone who wants to own service delivery end-to-end, remain technically engaged, and have a direct impact on customer satisfaction and team performance.
