An opportunity to join a successful, innovative business on the outskirts of Wargrave offering hybrid working, career progression and a competitive benefits package.

Managing a team of 1st line support engineers, you will oversee and guide the team to ensure the highest standards of customer support and satisfaction.

Key duties:

• Manage Service desk team, including recruitment, appraisals, training etc
• Develop and maintain SLAs and KPIs
• Collaborate with other internal and external departments to ensure seamless service delivery and support.
• Identify and address areas for improvement and implement tools and technology
• Reporting
• Manage escalations and ensure effective communication with stakeholders.
• Manage and collaborate with third party suppliers

The right person:

• Excellent customer service/engagement skills are essential
• Previous experience in a 1st line support role
• Team leaderships skills
• Highly competent with IT, proficient in Microsoft office including Excel
• Comfortable working to KPI’s and able to meet deadlines while maintaining high standards
• Knowledge of ServiceNow is advantageous
• ITIL Professional Preferred but not essential
• Available to be on-call on a rota basis