Service Desk Manager
- Recruiter
- Anonymous
- Location
- Gloucestershire
- Salary
- Up to 40000.00 GBP Annual
- Posted
- 27 Sep 2019
- Closes
- 25 Oct 2019
- Sectors
- Travel & Tourism
- Contract Type
- Permanent
- Hours
- Full Time
Service Desk Manager
Our IT department are looking for a Service Desk Manager to lead and manage the Service Desk team. The role of the Service Desk Manager is to manage the IT Service Desk function which provides critical service to customers and the business, taking on a wider customer service role, reporting to senior managers on any issues that could have significant impact on business and mentoring the ITSD. This is a key position within the management team reporting into the IT Director.
More about the job...
This is an interesting and varied role responsible for;
-Manage the overall desk activities, including all senior analysts and analysts within the team.
-Undertake performance appraisals for the assessment and development of staff within the IT Service Desk team including their technical and professional skills.
-Manage Service and Operational Level Agreements and report on KPIs to include review of current KPI strategies with a view to continuous improvement in these areas.
-Report to senior managers on any issue(s) that could significantly impact the business.
-Take overall responsibility for incident management and request fulfilment on the ITSD.
-Acting as escalation point where difficult or controversial calls are received.
-Producing statistics and management reports.
-Assisting analysts in providing support when workloads are high or where additional experience is required.
-Maintain awareness of and follow company procedures and guidelines, including security, regulatory and quality related matters.
-Undertake any other duties as reasonably requested.
It's important in this role that you build and maintain effective working relationships with all employees, being approachable and professional and acting as a subject matter expert.
Salary on offer...
We are offering a salary up to GBP40,000 (DOE)
These are the benefits we can offer you...
We believe in the value of developing our people and offer a host of opportunities. Following your initial induction, we provide valuable in-role development.
You'll receive;
-Life Assurance to the value of 4 times your basic salary
-Company pension scheme
-Health Cash Plan (includes wellbeing, optical and dentistry allowance)
-25 days (FTE) plus bank holidays per annum plus birthday day off
-Additional holiday allowance increased in line with length of service
-A buy and sell holiday scheme of up to 3 days (FTE)
-On-site parking
-Exclusive employee discount and rewards at many major brands including health & wellbeing, retail, restaurants and mobile technology providers
Who are you?
We're looking for someone who has carried out a similar role previously. We're looking for someone who has;
-A minimum of 3 years' experience managing a technical Service Desk within an ITIL based professional environment supporting >500 customers.
-Ideally ITIL qualified to at least foundation level.
-Experience of managing a multitude of personalities and levels of technical expertise within a fast-paced environment.
-Excellent interpersonal and communication skills - someone who is confident at interacting with colleagues at all levels
-Excellent problem solving and decision making skills with the ability to think creatively and laterally
-Strong organisational skills and the ability to work to tight deadlines and timescales
-We'll need you to be self-motivated and be able to work on your own initiative
-If you have experience/an understanding of CDL, Strata, Open GI and Broking Platforms that would be advantageous
-Ideally, you'll hold a Microsoft MCSA certification or equivalent- but this isn't essential
-Demonstrable experience of implementing and troubleshooting the following technologies within a medium sized organisation:
-Microsoft Desktop Technologies and deployment
-Microsoft Windows Desktop Platform
-Microsoft Office Products
-Microsoft Windows Server
-DELL and HP Hardware platforms
-HP and Canon Printers (Maintenance & Servicing)
Who are Brightside Insurance...
Brightside is a growing Top 30 insurance broker, a specialist in providing niche insurance solutions, we provide a diverse portfolio of personal and commercial products to our customers through a number of dedicated brands.
Our people are the life of our business - with nearly 500 employees across three offices.
We pride ourselves in delivering great results through a combination of hard work, collaboration and dedication. Working for Brightside is all about making a difference. A difference for our customers and for our business. It's about putting our customers at the heart of what we do - doing the right things and doing them well.
At Brightside we have created an environment which empowers individuals and rewards hard work.
Our location...
You'll be based at our office in Aust- Brightside Park, Severn Bridge, Aust, Bristol, BS35 4BL. You may need to travel to our offices in Southampton and Torquay occasionally.
We look forward to receiving your application
Our IT department are looking for a Service Desk Manager to lead and manage the Service Desk team. The role of the Service Desk Manager is to manage the IT Service Desk function which provides critical service to customers and the business, taking on a wider customer service role, reporting to senior managers on any issues that could have significant impact on business and mentoring the ITSD. This is a key position within the management team reporting into the IT Director.
More about the job...
This is an interesting and varied role responsible for;
-Manage the overall desk activities, including all senior analysts and analysts within the team.
-Undertake performance appraisals for the assessment and development of staff within the IT Service Desk team including their technical and professional skills.
-Manage Service and Operational Level Agreements and report on KPIs to include review of current KPI strategies with a view to continuous improvement in these areas.
-Report to senior managers on any issue(s) that could significantly impact the business.
-Take overall responsibility for incident management and request fulfilment on the ITSD.
-Acting as escalation point where difficult or controversial calls are received.
-Producing statistics and management reports.
-Assisting analysts in providing support when workloads are high or where additional experience is required.
-Maintain awareness of and follow company procedures and guidelines, including security, regulatory and quality related matters.
-Undertake any other duties as reasonably requested.
It's important in this role that you build and maintain effective working relationships with all employees, being approachable and professional and acting as a subject matter expert.
Salary on offer...
We are offering a salary up to GBP40,000 (DOE)
These are the benefits we can offer you...
We believe in the value of developing our people and offer a host of opportunities. Following your initial induction, we provide valuable in-role development.
You'll receive;
-Life Assurance to the value of 4 times your basic salary
-Company pension scheme
-Health Cash Plan (includes wellbeing, optical and dentistry allowance)
-25 days (FTE) plus bank holidays per annum plus birthday day off
-Additional holiday allowance increased in line with length of service
-A buy and sell holiday scheme of up to 3 days (FTE)
-On-site parking
-Exclusive employee discount and rewards at many major brands including health & wellbeing, retail, restaurants and mobile technology providers
Who are you?
We're looking for someone who has carried out a similar role previously. We're looking for someone who has;
-A minimum of 3 years' experience managing a technical Service Desk within an ITIL based professional environment supporting >500 customers.
-Ideally ITIL qualified to at least foundation level.
-Experience of managing a multitude of personalities and levels of technical expertise within a fast-paced environment.
-Excellent interpersonal and communication skills - someone who is confident at interacting with colleagues at all levels
-Excellent problem solving and decision making skills with the ability to think creatively and laterally
-Strong organisational skills and the ability to work to tight deadlines and timescales
-We'll need you to be self-motivated and be able to work on your own initiative
-If you have experience/an understanding of CDL, Strata, Open GI and Broking Platforms that would be advantageous
-Ideally, you'll hold a Microsoft MCSA certification or equivalent- but this isn't essential
-Demonstrable experience of implementing and troubleshooting the following technologies within a medium sized organisation:
-Microsoft Desktop Technologies and deployment
-Microsoft Windows Desktop Platform
-Microsoft Office Products
-Microsoft Windows Server
-DELL and HP Hardware platforms
-HP and Canon Printers (Maintenance & Servicing)
Who are Brightside Insurance...
Brightside is a growing Top 30 insurance broker, a specialist in providing niche insurance solutions, we provide a diverse portfolio of personal and commercial products to our customers through a number of dedicated brands.
Our people are the life of our business - with nearly 500 employees across three offices.
We pride ourselves in delivering great results through a combination of hard work, collaboration and dedication. Working for Brightside is all about making a difference. A difference for our customers and for our business. It's about putting our customers at the heart of what we do - doing the right things and doing them well.
At Brightside we have created an environment which empowers individuals and rewards hard work.
Our location...
You'll be based at our office in Aust- Brightside Park, Severn Bridge, Aust, Bristol, BS35 4BL. You may need to travel to our offices in Southampton and Torquay occasionally.
We look forward to receiving your application