Service Desk Manager - £80M IT & Technology Provider

Wisborough Green, Billingshurst
Up to £45,000 depending on experience + Benefits + Perks
06 Jul 2018
23 Jul 2018
Contract Type
Full Time

Service Desk Manager - £80M IT & Technology Provider
Wisborough Green, Billingshurst, RH14 
Up to £45,000 depending on experience + Benefits + Perks

++ We are a rapidly growing technology company that supports corporate and public-sector clients with world-class IT services, solutions and products ++

Our thinking is award-winning and we’re constantly embracing exciting changes within our industry to ensure we’re able to deliver exceptional solutions to our customers. We pride ourselves on having a different view and a better answer.

Our Internal Support Team provides application and desktop support for up to 200 users across a range of platforms and systems. In addition, they provide project support in system development, provisioning, patching and managing the business information assets in line with our information security policies.

The Service Desk Manager Opportunity:

We are now recruiting for a Service Desk Manager to join our small and friendly support team. Reporting to the Head of Operations, you will be the primary point of contact for all day to day management of any Service Desk incidents, requests and changes. You will be responsible for resolving priority queries of incidents and requests and clarification of any Service Desk process. In addition, you will contribute to the development and planning of the Service Desk function and be responsible for ensuring any agreed procedures are implemented and adhered to. 

Key Responsibilities

+ Day to day overall management of request to ensure Service Levels are consistently achieved
+ Act as an escalation point for any Service Desk queries
+ Incident management prioritisation and management
+ Determine service prioritisations and resolution of priority queries
+ Maintain Service Delivery and wider Operations departmental processes, procedures and documentation
+ Assist in developing and implementing Service Desk functionality and procedures
+ Ensure SLAs and OLAs are managed and met by proactive day to day management of the team
+ Occasional out-of-hours work may be required as and when
+ You may also be expected to undertake duties which may not be listed on this job description as directed by your line manager which will be deemed as reasonable within the scope of the role.

Skills & Experience:

+ Previous experience working in a supervisory role within a commercial IT Support function
+ Experience of working on 1st and 2nd Line IT Support Helpdesk
+ Detailed working knowledge and experience in the following:

- Active Directory
- Helpdesk systems
- Server & Desktop Management
- The rolling out Office 365
- Hardware - including User Devices, Printers and Factory System
- Microsoft Operating Systems (Desktop and Server)
- Controlling and management of IT Assets (including software & hardware).

+ Experience of incident, problem and change management processes
+ Experience in Service Desk team management and service delivery in an SLA based environment
+ Experience of incident and request management
+ Experience of ICT support and break fix
+ Report generation and statistical analysis experience
+ Technical experience in user and account profile management
+ Experience in delivery support to Office 365 environment
+ Experience of coaching and mentoring team members
+ Strong leadership skills to develop and motivate a technical team
+ Previous involvement in implementing new process and process improvement
+ Excellent communication skills, both oral and written with the ability to engage with both internal and external stakeholders through a variety of different mediums, with the ability to articulate solutions clearly and methodically
+ The ability to maintain and build relationships
+ The ability to work calmly and methodically under pressure
+ Excellent organisational, prioritisation and time management skills
+ Ability to self-motivate and manage own workload as well as the teams
+ Accuracy and attention to detail
+ Proactive in approach with a flexible attitude
+ Team player – understands the importance of collaborative working


+ ITIL Foundation certificate (desirable). 

Location: Company Headquarters at Wisborough Green (Guildford 30 minutes, Horsham 20 minutes). 
Hours: 9.00am to 5.30pm / Monday to Friday. (37.5hrs per week)
Salary: Up to £45,000 depending on experience.

Benefits & Perks:

Includes: 25 days annual leave, life assurance, healthcare cash plan, employee assistance programme, on-line discounts & savings platform, free parking, spot bonus scheme, recruitment bounty scheme, dress down Friday, fundraising, sports & social club, health and wellbeing programme.

Start date: 23rd July 2018

Additional Information:

+ Must have the right to live and work in the UK
+ Must have access to own transport due to location

We look forward to hearing from you!

Interested? Just Apply Below...

Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. This processing is conducted lawfully on the basis of our legitimate interests. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.

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