Service Desk Manager

The Opportunity

We're working with an established business to find a Head of Managed Services to build their IT support and services team from the ground up. You'll create the function, set the standards, and lead it, reporting directly to the Managing Director.

It's a hands-on leadership role for someone who's as comfortable resolving a difficult technical issue as they are building a team and the processes that sit around it.

The Role

You'll be responsible for establishing and running a customer-focused support and managed services team, making sure users get timely resolutions, systems stay up and the service is consistently high. You'll lead by example, stepping in on escalated technical issues, while also designing and managing the underlying infrastructure, security and projects.

What You'll Be Doing

Building and running the support team

• Create and lead the IT support team, setting standards, processes and ways of working
• Respond to and resolve user-reported issues via phone, email and ticketing systems, covering hardware, software and network problems
• Diagnose problems, identify solutions and guide users through them, helping them become more technically self-sufficient
• Manage escalations, with clear documentation of each problem and its resolution
• Create and maintain accurate records, a knowledge base and process documentation
• Make sure the team follows company IT policies, procedures and security standards

Systems, infrastructure and networks

• Design, deploy and maintain IT systems, including servers, networks and storage
• Manage Windows, Linux and macOS operating systems and server applications, including regular updates, patching and backups
• Configure and maintain routers, switches and firewalls, and manage VPNs, VLANs and wireless networks
• Monitor system and network performance, fixing issues proactively to keep downtime to a minimum
• Set up, configure and maintain computer hardware, peripherals and mobile devices, and install and update software

Security and projects

• Implement and manage security measures, including firewalls, antivirus and intrusion detection and prevention
• Carry out regular security audits and vulnerability assessments
• Lead or take part in IT projects such as system upgrades, migrations and implementations, working with cross-functional teams to align IT initiatives
• Provide advanced support on escalated technical issues, and work closely with the helpdesk team on complex problems

What We're Looking For

• Proven experience building, leading or running an IT support or managed services team
• Experience of using NinjaOne
• Strong, broad technical skills across Windows, Linux and macOS, servers, networks and storage
• Hands-on experience configuring routers, switches, firewalls, VPNs, VLANs and wireless networks
• Knowledge of IT security, including audits and vulnerability assessments
• Experience leading or taking part in IT projects, including upgrades and migrations
• Excellent communication and problem-solving skills, with a customer-first mindset
• The confidence to work directly with the Managing Director and to build something new

Working Conditions

• Hybrid or on-site working, depending on the needs of the business
• Occasional on-call support outside regular working hours
• Able to lift and carry IT equipment such as computers and peripherals

What's on Offer

• The chance to build and own a managed services function from the start
• Direct access to the Managing Director and real influence on how the service develops
• A senior role in an established business