Service Desk Manager

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Exception has an excellent opportunity to manage a service desk team who will be looking after customers' cloud environments. The role will be to support a small team as they on-board and then manage infrastructure on AWS.
Applicants will have previous experience of managing a small service desk and have a strong technical background.  Training will be provided in Cloud technologies, if required.
The role will also include dealing direct with clients, being the point of escalation for any issues and talking through technical enquiries.  There will also be some involvement with our Sales team, working on proposals, bids and tenders.  
The team will also spend time training and working towards certifications in technology such as AWS and Docker.
Your responsibilities will include
  • Management of customer tickets
  • Ensure calls raised are validated, investigated, and resolved in accordance with agreed SLA's
  • Work with industry-leading partners and tools to enhance our service delivery
  • Ensure a high degree of customer service for all support queries and adhere to all service management principles
Your experience is therefore likely to include:
  • Previous experience in a service desk role
  • Excellent communication and organisational skills
  • A passion for technology, in particular cloud technology and how it can enhance business and the IT industry
Benefits - over and above salary and pension
  • 30 days' annual leave plus your birthday as a free day off
  • A free day off for charitable work/good cause you believe in
  • Increased leave with length of service
  • Private medical insurance (and discounted rates for dependents)
  • Life assurance scheme
  • Flexible working
  • Mobile phone allowance (so you choose the technology)
  • Investment in your career


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