About The Role

Are you a proven leader of people and passionate about delivering outstanding levels of customer service?

We are looking for a Head of Managed Service Desk to join our team, in this role you will be accountable for successful delivery of business-as-usual support to customer SLAs, internal OLAs and the on-going strategical development of the function.

As a Head of Managed Service Desk, you will be responsible for:

Manage and maintain direct reports across a 1st line Managed Service desk, including providing guidance, training & support to ensure the team can effectively deliver services to colleagues and customers.
Develop and oversee implementation of the Managed Service desk strategy, including systems, procedures, staffing and required skill levels are maintained.
Support building and maintaining client relationships,
Ensure service teams meet agreed client SLA’s, working with team leaders where needed to monitor and improve service levels.
Continuous Learning, as the managed IT space is constantly evolving, you will be expected to be committed to staying up to date with industry trends and emerging technologies to ensure the service remains competitive and up-to-date.

Key Skills and Experience:

Appropriate experience (i.e 5 years plus) operating and developing teams of similar size and scale
Previous demonstrable knowledge and experience in delivering exceptional levels of customer service and experience,(i.e. engagement and winning of awards in specific sector)
Excellent skills to communicate effectively with technical and non-technical clients, team members and execs.

What we can offer you:

25 days holiday, plus a day off for your birthday off (and your 8 days bank holidays), plus your entitlement will increase by one day for each full calendar year you are employed, up to a maximum of five days.
Annual pay reviews
All-company bonus scheme
Holiday buy scheme
Death in service cover
Employee assistance programme
Company pension
Active social calendar
A strong focus on developing our people

If you feel you have the skills and experience to become our new Head of Managed Service Desk, then please click ‘apply for this job’ today.

About Us

Intercity Technology provides reliable and secure technologies in communications, cloud and managed services, with a big difference – Intercity is a technology solutions partner that isn’t all about tech. It’s about a great bunch of people combining their passion, expertise and dedication to deliver extraordinary results for businesses.

Our vision is to be the best technology partner to work for and with – we are really proud of our achievements so far:

Customer Net Promoter Score of +93
Gold Award Investors in People Accreditation
3-star “World Class” Best Companies accreditation, and for 2022, 2023 and 2024:
The no. 1 best telecoms company to work for
9th best mid-sized company in the UK to work for!
7th best company in the West-Midlands to work for!
Platinum Eco Vadis rating

We select candidates with the right skills, experience and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome all applications. As a specialist in secure technology solutions, all successful candidates will be subject to preemployment checks, so we can ensure compliance with our ISO27001 (Information Security) and Cyber Essentials Plus certifications. We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our website.

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