Service Manager

The Role

We’re looking for a Service Manager to join and lead our Managed Service support desk. This role requires an individual with previous experience managing a support team within an IT Managed Service Provider.

As the Service Manager, you will be the linchpin, ensuring our team of 1st, 2nd, and 3rd line support engineers delivers a world-class customer experience.

The role will involve leading and inspiring the team, ensuring swift and effective resolution of technical issues while continuously driving improvements in our service processes.

Some of the responsibilities of a Service Manager at Netcentrix include:

• Team Management: Manage our 1st, 2nd, and 3rd line support teams. Foster a collaborative, productive, and proactive work environment. Recruit, train, and evaluate team members to ensure a high-quality performance cycle and to enable development and growth.
• Service Delivery: Ensure our support teams consistently exceed customer expectations, maintain high satisfaction levels, and meet or surpass agreed service level agreements.
• Managed Service Coordination: Provide comprehensive IT management, ensuring proactive monitoring, maintenance, and support aligned with client agreements.
• Service Level Agreements (SLAs): Monitor and report on agreed SLAs. Ensure all support activities meet or exceed these agreements, maintaining high standards of service delivery through effective team management.

Role requirements include:

• MSP Management Experience: Demonstrated experience and industry expertise in managing a support team within an established IT Managed Service Provider.
• Technical Proficiency: Solid technical background, with the ability to understand and supervise complex IT environments and support requirements.
• Customer Focus: Strong commitment to delivering exceptional customer service. Ability to understand client needs and provide tailored solutions focusing on technical evolution and continual improvement.
• Effective and Proactive Service Delivery: Demonstrable experience in delivering customer-centric processes and SLAs that focus on the efficiency and productivity of the service, with the ability to review and refine proactive continuous improvement to benefit our customers and processes.
• Communication: Excellent verbal and written communication skills. Ability to effectively convey information to technical and non-technical stakeholders, including employees, customers, and suppliers.

Work should be both enjoyable and rewarding, and at Netcentrix, it is!

We’re committed to investing in our employees—offering the latest training and accreditations and creating a fun workplace. This dedication ensures that we consistently deliver nothing but the best to our clients too. If you’re looking to work in the exciting world of technology, in an environment that encourages individuality and creativity, with progression opportunities, and benefits that reward your hard work, get in touch.

• Hybrid working*
• Enhanced Maternity & Paternity Leave
• Employee loyalty rewards
• Accredited Investors in People organisation
• Regular company events
• Plenty of scope for progression and opportunities for training – technical and management
• Achievement celebrations & rewards
• 25 days holiday + bank holidays + 1 volunteering day
• Your Birthday off
• Medical schemes and cycle-to-work initiatives
• Mental wellbeing and financial wellbeing support
• Check out our careers page for more info on our benefits!

*Dependent on role.

Netcentrix is part of the New Technology Group – an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Read our recruitment privacy notice here.