IT Service Desk Lead / Manager

My well-established MSP client is urgently recruiting for an IT Service Desk Lead / Manager to oversee the day-to-day operation of the Service Desk, ensuring the delivery of high-quality IT support and an excellent customer experience across its client base.The successful candidate will lead and support the Service Desk team, acting as an escalation point for complex technical issues while ensuring incidents and service requests are managed efficiently and within agreed SLA targets. This is an excellent opportunity for an experienced Service Desk professional looking to take ownership of service delivery, drive operational improvements and develop a high-performing support function.The role will include:Leading the Service Desk team, providing day-to-day guidance, support and mentoring to ensure a consistent, high standard of service.Managing incidents and service requests, ensuring tickets are prioritised, allocated and resolved within agreed SLA targets.Acting as an escalation point for complex technical issues, working closely with technical teams and third-party providers to ensure timely resolution.Monitoring Service Desk performance, including ticket volumes, response and resolution times, SLA compliance and customer satisfaction, identifying areas for improvement.Maintaining strong working relationships with clients, ensuring clear communication, effective issue management and a customer-focused approach.Overseeing incident management, problem management and change ..... full job details .....