IT Service Desk Manager

Recruitment Genius Ltd
England, West Yorkshire, Leeds
£32000 - £38000 per annum
28 Nov 2016
12 Dec 2016
Recruitment Genius Ltd
Contract Type
Full Time
This company is looking for an experienced and hands on IT Service Desk Manager to support a large and diverse user estate for over 1500 users and 22 offices in the UK. Working for one of the UK's leading training companies you will benefit from their commitment to professional development and training as well as a generous benefits package.

You will have a strong customer focus combined with excellent technical skills and the ability to lead a small team of 1st and 2nd line technical analysts/engineers. Your technical, leadership and communication skills will enable you and your team to provide high levels of IT support and service across a range of end user technologies. In addition, you will be responsible for driving forwards the standards of customer service provided by the team, building operational processes to support the rapid and dynamic growth of the organisation and assisting with technology deployment projects.

Main Responsibilities

- Oversee the day-to-day management of the IT Service Desk function
- Provide leadership and management for a team of four 1st and 2nd Line analysts
- Ensure all support incidents are dealt with in a timely manner
- Ensure SLA's and KPI's are met along with ensuring processes and procedures are in place and adhered to
- Ensure that an excellent level of customer service and communication is provided at all times
- Ensure that the Service Desk team operate in-line with industry best practices and standards e.g. ITIL
- Develop and support the company IT infrastructure in line with overall IT and business strategy
- Plan for up and coming infrastructure projects

Skills & Experience

The ideal candidate will be probably working as an IT Helpdesk Manager or IT Service Desk manager responsible for supporting >500 users over multiple sites. You will have good management and team skills, customer focus, excellent technical skills and a strong problem solving. Specifically, you will have:

- Good technical knowledge including Microsoft Windows, virtualisation, Microsoft Exchange Server
- A working knowledge of Microsoft Terminal Services or other thin client access solutions
- A working knowledge of LAN, WAN, routing, and firewall technology
- Knowledge of IP telephony based solutions
- Sound knowledge of industry best practice e.g. ITIL
- Ability to evaluate, document and improve internal team processes
- Exceptional stakeholder management skills


The employer is one of the UK's leading established training companies, with a history stretching back over 30 years covering technology training for Professional, Apprenticeship and HE qualifications and certifications. With a client base covering 80% of the FTSE 250. The employer is offering a competitive, flexible and comprehensive benefits package including contributory pension and healthcare. The role is a full time and permanent position with a competitive salary up to £38k.