Senior IT Service Desk Manager GFR Tech provide end to end IT Solutions and Managed IT Services for small to medium sized businesses. We provide Consultancy, Installation, and IT Support Services. We are looking for a Senior IT Service Desk Manager who will lead a small team of technical specialists who provide office-based telephone support and onsite client installations. Key Responsibilities are: Line management of the Technical Specialists, acting as a point of escalation for the support desk queries. Completing regular reviews of the IT Technical Support Specialists performance. Supporting, appraising, developing and coaching the team. Monitoring trends and analysing data within the team to identify issues, resolve and suggest measures to be put in place for long-term resolution. Instilling rigorous practices within the technical team, ensuring complete and accurate logging of all calls and incidents. Ensuring compliance with ISO: 27001. Delivery of first-class customer service, ensure the customers are updated regularly and that they are satisfied with the resolution of the call prior to closure Escalate any problems, major incidents, issues, or complaints as appropriate and manage and coordinate urgent and complicated support issues Responsibility for process and service improvements. Working closely with the CEO and the Finance team to ensure exceptional customer service and continuously, improve, expand and evolve our business. Building team spirit and motivatingteam members. The key skills required for this role include: A solid technical background is essential, we will need you to have a good understanding of relevant technologies such as Microsoft Windows, Active Directory, Mac OS, Cloud Services (including MS Azure and M365), Virtualisation, Hosting,Data Networking (including IP addressing&VLAN’s), PC’s, Desktops, Laptops, Servers, CCTV, VOIP Telephony and Access Control. Experience of leading an IT service delivery team and sound knowledge of problem management and incident management processes. Ideally you will have worked within an MSP environment before and will not be phased by working on different systems. Experience working in a busy IT Support Team environment in a technical customer-facing role with experience of support ticketing systems, providing escalated technical support via telephone, email, remote and desk-side support. Experience of coaching, mentoring and training a Technical Service team. Excellent communication skills (written and verbal) to complement technical proficiency, facilitating effective collaboration and problem-solving. This role is office based working Monday – Friday 9am to 5.30pm. Remote weekend support (on a rota basis roughly oneweekend a month) will also be a part of your job with additional pay when working weekends. You will also need to be smartly presented and have good communication skills. Our modern office is based in Bracknell with free onsite parking and easy access to the town centre. Applicants will ideally live within 30 minutes commute of our Bracknell office. If you have experience as a Technical Team Lead, Senior IT Service Delivery Manager, Technical Support&Operations Manager, IT Service Desk&Infrastructure Lead, Technical Service Delivery Team Leader or a Senior Technical Support Manager then we would like to hear from you. Apply today with an up-to-date CV.