Support Desk Manager

Job Title: Support Desk Manager

Location: Exeter – Hybrid and Flexible Working

Salary: £45,000 – £50,000

The Company

An award-winning Cisco and Microsoft Partner are looking for a Support Desk Manager to join their fast-growing, industry-leading managed service and managed service security provider.

The business offers a variety of technical services across multiple technologies, primarily delivering into mid and large-scale enterprise clients.

They have a keen focus on developing their staff by providing training and certifications to support your continuing development as a leader and manager in the technical team.

You will work closely with and be supported by the Microsoft Director, to support the delivery of professional services, and with onboarding of new members of the team.

About the Support Desk Manager role

As the new Support Desk Manager, you will take ownership of the support team across Microsoft Consultancy Services. Your day-to-day responsibilities will include:

• Take ownership of and lead the Microsoft support team.
• Provide strategic and project management support to the Microsoft Practice Lead.
• Ensure projects run on-time, meeting deadlines and customer specifications.
• Acting as an escalation point for difficult or controversial calls/ tickets.
• Produce reports on team performance, to support the development and performance managements of the Support team.
• Onboarding of new member of the Support team, supporting them to find success and to feel like a part of the team.

Skills & experience

The business will support you with any additional training or certifications you choose to pursue that will benefit you in your work. They do ask that you have:

• Experience of working in a managed services environment is essential for this role.
• Experience in a previous Microsoft support role.
• Experience working on M365 support and deployment and working with Azure.
• Experience working with M365 Security is desirable, but not essential as this can be taught.
• Proven experience of managing 3^rd/ 2^nd line or a Microsoft support team.
• Strong communication skills, as you form collaborative relationships with senior customers and internal stakeholders.
• Leadership and organisational skills, as you coordinate your efforts across multiple teams concurrently.
• Strong project management skills.