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Service Desk Manager
Job Posted: a month ago
Salary: £ 50,000/Annum
Job Type: Permanent
Location: PE27, Saint Ives, Cambridgeshire
Expire in: 2 days
Job Description
Service Desk Manager
An opportunity has arisen to Manager our highly rated Service Desk Function based out of St Ives Cambridge. We are looking for a Service Desk Manager with strong and proven management experience ideally in an MSP environment.
As the Service Desk Manager, you will be responsible for the service desk team ensuring continual service improvement, through the development and management of IT services. You will be able to utilise your IT insight across all IT functions.
The ideal Service Desk Manager will have a strong understanding of various technologies including O365, Windows OS, Azure etc and would have worked in a previous Managerial role leading teams of 10 – 20 plus.
Key Responsibilities:
* Responsible for overseeing and managing various aspects of the company operations, including documenting standard operating procedures and managing shared support engineers.
* Managing a Team of 20 Service Desk Engineers
* Monitoring Infrastructure and Services using all available tools, performance tuning and ensuring maximum uptime of systems and services.
* Review, develop and maintain incident management policies processes and procedures.
* Continual review and development of service desk administration process documentation.
* Coach, mentor all service desk staff on achieving goals and developing necessary skills.
* Build strong relationships with business users to ensure customer requirements are met in terms of communication, prioritising, escalating and resolving service requests and incidents.
* Responding swiftly to customer complaints.
* Responsible for management reporting.
* Act as an overflow for increased work into the Service Desk as and when required.
* Ensuring change management forms are submitted and changes communicated to relevant teams accordingly.
* Responsible for License Management.
* Responsible for Hardware/Software Asset Management and Procurement.
Knowledge, Skills and Experience Required
* Minimum 2 years experience in a Service Desk Management role
* Excellent configuration/troubleshooting, analytical and diagnostic skills
* Strong planning, communication and organizational skills
* Excellent leadership and customer service skills.
* Experience in working in fast-paced, high pressure environments
* Good resource planning skills.
* Strong teamworking skills with a can-do attitude and attention to detail.
* Excellent leadership and customer service skills.
* Good understanding of technologies such as VMware, Citrix, Office 365 Suite, Azure, Intune, and Networking protocolsBefore You Apply
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