Servicedesk Manager
Role: Servicedesk Manager
About the company
Principle Networks is an award winning and ISO certified Managed Services Provider, delivering specialist IT Services to both Private and Public Sector Enterprises. We deploy and manage software-defined network, security and cloud infrastructure platforms – helping enterprises worldwide to transform legacy infrastructure into modern day services which deliver better protection, more control and agile speed of change.
The business was founded in 2018 by industry specialists Alex Steer and Russell Crowley. The objective was to create a modern MSP which would challenge the traditional Telecoms / VAR hierarchy in the UK.
In less than five years of trading, the business has grown rapidly to a point where it now employs circa 25 in-house staff across the UK, has £5m in annual revenues, and supports enterprises such as Universities Superannuation Scheme, Card Factory Plc, TVS Supply Chain Solutions and the various Public Sector agencies across the UK.
From a people and technology perspective, we do not operate a traditional office environment and all of our services are cloud based. As a result, all staff are home-based/mobile workers, which in turn opens up a global talent pool and enables us to scale easily into different geographies.
The operations side of the business is a small team of approximately 10 very skilled employees, which includes Cisco CCIEs, CCNPs, Fortinet NSE4s, NSE5s, NSE7s, developers, project managers and senior operations management.
Our goal is to become a globally recognised deployment & services provider for cloud-managed network, security and infrastructure platforms. Due to rapid growth and increase in demand, we are searching for ambitious, experienced people to join the team and play a key role in driving the business towards its growth objectives.
About the role
Principle Networks is seeking a highly skilled and motivated individual to join our team Servicedesk team of 3rd line engineers. The successful candidate will oversee and focus a majority of their time on Servicedesk duties. As a successful candidate, you will be liaising with our customers (fellow IT professionals) with complex problems and change requests as we help them co-manage their Network and Security solutions.
This role involves managing daily operations, driving continuous improvement, and ensuring high levels of customer satisfaction. The ideal candidate will have extensive experience in network management, excellent leadership skills, and a commitment to providing exceptional support services.
The ideal candidate
The ideal candidate will have excellent telephone skills, friendly, well-organised, and have a great rapport with our customers. They will be able to clearly understand a customer's problem, ensure it is logged correctly and resolve within a timely manner.
Key requirements for the role are:
• Bachelor’s degree in information technology, computer science, CCNA or a related field.
• ITIL certification or similar service management qualification is preferred.
• Minimum of 7 years of experience in networking, with at least 3 years in a leadership or managerial role.
• Strong knowledge of network infrastructure, including LAN/WAN, routers, switches, firewalls, and wireless technologies.
• Proven experience in managing/leading a technical support or service desk team.
• Excellent problem-solving skills and the ability to handle complex and high-pressure situations.
• Strong communication and interpersonal skills, with a customer-focused mindset.
• Experience with network monitoring and management tools. Strong Security Awareness principles and practice.
• Drive the adoption of new tools and technologies to improve service desk operations.
• Able to conduct regular customer Service reviews.
• Willingness to learn new technologies and apply to their role.
• Ability to work under pressure and manage multiple priorities.
Key Responsibilities:
Leadership and Management:
• Lead, mentor, and manage the network servicedesk team, providing guidance and support.
• Develop and implement service desk policies, procedures, and standards.
• Conduct regular performance reviews and provide professional development opportunities.
Service Desk Operations
• Oversee the day-to-day operations of the network service desk, ensuring timely and effective resolution of incidents and
requests.
• Monitor and manage service desk performance metrics, reporting on key performance indicators (KPIs) and service level agreements (SLAs).
• Coordinate with other IT teams to ensure seamless support and resolution of network issues.
Customer Service
• Maintain high levels of customer satisfaction through proactive communication and efficient service delivery.
• Handle escalations and complex issues, ensuring prompt resolution and customer satisfaction.
• Gather and analyse customer feedback to improve service desk operations.
Incident and Problem Management
• Manage the lifecycle of network incidents and problems, from initial report through resolution and closure.
• Conduct root cause analysis for recurring issues and implement preventive measures.
• Develop and maintain incident response and escalation procedures.
Continuous Improvement
• Identify opportunities for process improvements and implement best practices to enhance service desk efficiency and effectiveness.
• Stay current with industry trends and advancements in network technologies.
• Drive the adoption of new tools and technologies to improve service desk operations.
Collaboration and Communication
• Foster strong relationships with internal and external stakeholders, ensuring alignment with business objectives.
• Communicate effectively with senior management, providing regular updates on service desk performance and network
issues.
• Collaborate with vendors and partners to ensure the availability and performance of network services
Location: Remote working – home based, occasional requirements for after-hours support
Reporting to: Head of Operations
Salary: £35-45k + benefits (depending on experience)
We offer a competitive salary and great benefits, including 25 days holiday plus your birthday. If you are interested in this exciting opportunity, please submit your CV and a cover letter highlighting your relevant experience and qualifications. We are rapidly growing company with opportunities for career progression within the technical team.
How to apply
Email: enquiries@principle-networks.com
Call: 03330 124003 (option 2)