Outdoor Sales Executive

Service Desk Manager /Escalation Engineer required to join MSP based in Borehamwood,Herts. We are looking forsomeone who enjoys managing a busy Service Desk, ensuring clientsget a great client-experience whilst mentoring the Service Deskteam and helping resolve escalated client issues. It s a uniquerole blending supervisory, technical and managerial skills in orderto help us achieve our goal of delivering great technology to ourclients. This is the perfect opportunity for atalented individual to join a fast-growing Managed Services Provider, working on the latest technologies. Your key responsibilities will include: Overseeing incidents, problems, changes and servicerequests. Managing and coordinating urgent andcomplicated support issues, becoming the incident manager in majorincidents Acting as the escalation point forall incidents and requests. Develop and mature phone & emailticket escalation processes to ensure free flowing escalation andinformation within the organisation Determine root cause of issuesand communicate appropriately to internal and external customers. Looking for opportunities to improve andenhance current Service Desk processes and procedures, implementinga system of continuous improvement. Maintaininga calendar of engineer movements and ensuring communication tocustomers with the appropriate information If you have the followingcharacter traits this could be the role for you: A drive to deliver outstanding customerservice. A willingness to learn and develop newskills. Dedication and desire to work todeadlines Ownership and follow-up skills. Ability to work both as part of a team or under owninitiative. Ability to take responsibility forown actions and performance. A positiveattitude to resolving customer problems and incidents in ahigh-pressured environment. Ability to lead andguide others. Ability to communicate complexideas in a simplified manner. The ideal candidate will have: Aproven track record as a Technical Service Desk Manager with morethan 3 years in a 3rd line technical support role. More than 1 year in a Service Desk Manager role. Excellent written and verbal skills. The ability to multitask across multiple incidents. Understanding of SLAs and KPIs. Ability to follow process and procedures accurately andwithout fail. Working knowledge of incidentticketing/tracking system(s). Working knowledgewith a managed services company. What you can expect from us inreturn: In addition to acompetitive salary, supportive teams and a real chance to progressyour career, we offer a range of benefits which include: Holiday: 22 days' holiday rising to 25days with length of service Birthdays: A free day s holiday on yourbirthday (or nearest Friday/Monday) Hybrid Working: A minimum of 1 day perweek home working. Socials: Quarterly work socials and weekly team lunches Top tech: We don't just keep outservices and solutions for our customers; that means best-of-breedsoftware and hardware for all our staff. Training: A tailored training planincluding official vendor certifications