IT Service Desk Manager/IT Helpdesk Manager

Recruiter
DGH Recruitment Ltd.
Location
Nottingham
Salary
40000.00 - 45000.00 GBP Annual
Posted
23 Jun 2022
Closes
29 Jun 2022
Contract Type
Permanent
Hours
Full Time

IT Service Desk Manager/IT Helpdesk Manager

A fantastic opportunity has arisen for an IT Service Desk Manager/IT Helpdesk Manager to join our Nottingham based client a leader in its field on a permanent basis.

IT Service Desk Manager/IT Helpdesk Manager

Manage a team of 1st Line technical staff to support the end user desktop environment, ensuring that service level commitments made to customers are met. Drive high levels of First Contact Resolution and ensure that Incidents and Requests outside of your team's control are triaged to the other resolving teams in appropriate time frames.

Other duties include:
-Maintaining a pro-active role in monitoring all requests, incidents and problems, having complete visibility on the Service Desk.
-Own and drive a Continuous Service Improvement Plan for the Service Desk, and be the technical point of contact for your team
-Contributing to the maintenance and documentation of the infrastructure estate; Records of ICT builds, hardware, licences, change requests, systems and processes.
-Have extensive knowledge and understanding of best practices for Service Management.
-Play an active role in the Major Incident Management process and own end user communications and coordination when Priority 1 and 2 issues arise.

What you'll need to succeed:
-Extensive management experience of a working Service desk environment - 1st - 2nd line, using ITIL compliant service desk ticketing systems.
-A minimum ITIL Foundation Accreditation (preferred higher ITIL qualifications), real world exposure and a full understanding of ITIL disciplines; specifically, Incident, Problem and Change Management.
-Experience of managing and motivating a team of IT staff (10 or more)
-Support and administration of virtualised environments and VDI - Citrix XenDesktop 7.11 and VMWare 6.5
-Experience of supporting productivity suites: Microsoft Office 2010, 2016 and Office365.
-Understanding of Microsoft SCCM.
-Good Knowledge of backup systems
-Passionate about customer service and delivering business benefit.
-Excellent inter-personal skills, with the ability to build trusting relationships at mid - senior management level.

IT Service Desk Manager/IT Helpdesk Manager

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.

DGH Recruitment Limited acts as both an Employment Agency and Employment Business