Service Desk Manager
Service Desk Manager
We are looking for a Service Desk Manager to join our client's IT team. Reporting the Head of Infrastructure and Support. The successful candidate would be responsible for overall management of their service desk platform and team, management of service desk tickets and ensuring they are all handled within customer SLA's.
This role would include managing workload, career development and the performance of a small service desk team.
There would be an element of hands on at busy times so its desirable that the individual has some technical experience in a Windows environment and in turn will be able to grow in their role and continuously pick up new skills online the way.
Key responsibilities of this role
* Line management of the service desk team members
* Measure performance and effectiveness of the Service Desk function and drive continuous service improvements where applicable.
* Manage ticket distribution and ensure resolution within agreed SLAs
* Manage supplier hardware and software renewals
* Manage licensing for software renewals
* Lead Change Approval Board and measure performance of its function
* Work closely with Infrastructure and development teams to ensure systems are well documented and supportable
* Escalation management and able to communicate at all levels in the business to resolve incidents as quickly as possible
* Generate performance reports for management and board on ticket resolution
Skills and Experience needed
* Must be able to demonstrate leadership and motivational skills
* Experience of working within Service Delivery frameworks such as ITIL
* Good time management and organisational skills
* Must have good Microsoft 365 and Active directory knowledge and experience
* Must have good Windows break fix experience
* Working knowledge of Asset management
This is a great opportunity working with an experienced service desk team and a real chance to make a difference and evolve the service desk function to the next level as the business grows
We are looking for a Service Desk Manager to join our client's IT team. Reporting the Head of Infrastructure and Support. The successful candidate would be responsible for overall management of their service desk platform and team, management of service desk tickets and ensuring they are all handled within customer SLA's.
This role would include managing workload, career development and the performance of a small service desk team.
There would be an element of hands on at busy times so its desirable that the individual has some technical experience in a Windows environment and in turn will be able to grow in their role and continuously pick up new skills online the way.
Key responsibilities of this role
* Line management of the service desk team members
* Measure performance and effectiveness of the Service Desk function and drive continuous service improvements where applicable.
* Manage ticket distribution and ensure resolution within agreed SLAs
* Manage supplier hardware and software renewals
* Manage licensing for software renewals
* Lead Change Approval Board and measure performance of its function
* Work closely with Infrastructure and development teams to ensure systems are well documented and supportable
* Escalation management and able to communicate at all levels in the business to resolve incidents as quickly as possible
* Generate performance reports for management and board on ticket resolution
Skills and Experience needed
* Must be able to demonstrate leadership and motivational skills
* Experience of working within Service Delivery frameworks such as ITIL
* Good time management and organisational skills
* Must have good Microsoft 365 and Active directory knowledge and experience
* Must have good Windows break fix experience
* Working knowledge of Asset management
This is a great opportunity working with an experienced service desk team and a real chance to make a difference and evolve the service desk function to the next level as the business grows