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IT Service Desk Manager
2 months ago
Financial Services
Surrey
£70k - £75k + Benefits + 10% Bonus
Hybrid Working
My client within financial services, based in Surrey is looking to recruit a IT Service Desk Manager.
As a IT Service Desk Manager you will develop the existing IT Service Desk Team of 10 and own responsibility for all internal IT Services / IT Change Management / System processes and applications.
This role is hands on both technical and management focused.
Service Desk Manager Benefits:
22 days holiday + 8 Bank Holiday (Holiday's increase to 27, 1 additional day per year worked)
Healthy contributed pension
Training and development
Access to a number of financial based products
Dress down FridaysService Desk Manager Responsibilities:
Line management responsibility for the Service Desk team of 10, 4 x 2nd, 4 x 3rd line, Service Desk Team Leader and Change Manager
Responsible for developing the team to be able to support all processes, systems and applications and provide excellent customer service up to the current high standards within a cyber security best practice framework
Develop and continuously improve the ITIL based processes, templates and tools that are already in place
Own Change Management framework and process while also attending CAB's and ECAB's as required
Prioritise, workload to ensure, time sensitive issues are prioritised and communicated appropriately such as external customer related tickets, Important Business Services related issues
Manage the Service Desk team's engagement with third party vendors and support desks e.g. Sopra, Daisy, and Managed, to ensure overall ownership of incidents, problems and service requests is with the Service Desk and maintain optimal communication approach to the business
Own patching of all end user workstations in alignment with Cyber Essentials Plus and Corporate risk appetite while liaising with the Cloud Infrastructure team for coordination and taking direction from the Cyber Security manager.
Manage, maintain, and continuously improve, Mobile Device Management software and procedures
Manage and support Audio Visual Equipment within the business (Teams meetings rooms and equipment)
Own and support, the internal Cloud Telephony & Contact Centre system
Create, maintain, and update Service Desk internal and end user related documentation, processes, and procedures that underpin all Service Desk support functions
Ensure knowledge is spread within the Service Desk team and break down any key man dependencies
Train, develop and coach the Service Desk team leader to be able to be an acting Service Desk Manager in his absence
Own Workplace Recovery, co-own Disaster Recovery and participate in scenarios and procedures to ensure Business Continuity
Be part and lead the Incident Management Process and team for Major Incidents
Ensure the team adheres to established Service Level agreements while maintaining appropriate communication to end users, other departments, and the Director of IT
Responsible for maintaining and further developing all tools utilised by the Service Desk team. Such as ticketing system, remote management and monitoring tool, virtual and physical workstation imaging, and all of the supporting documentation, and user guides
Request feedback from users on customer service to help continually improve customer experience
Frequent, clear, communication of major incidents, progress on tickets, and planned system outages
Create and maintain an asset register for all IT equipment
Work with Cyber Security to Create, amend and monitor access controls so that users have the correct level of access to systems
Manage and maintain system and application licenses and certificates to ensure they are always up to date
Participate in the 'transition to service' process for undertaken projects
Be the technical escalation point for issues escalated by 3rd line and the Service Desk team leader
Improve the Problem Management procedureService Desk Manager Essential Skills:
Experience in IT Management role
Solid hands on technical background
ITIL Service Desk experience
Strong customer service background
Excellent knowledge of all Desktop, Server and Virtualisation concepts and technologies
Very strong cloud experience Office 365 and Azure
Cyber Security awareness
Knowledge of ITSM and RMM Tools
Documentation and process design experience
Strong stakeholder management, and planning skills
Ability to communicate at all levels, both written and verbal
Workload Prioritisation expertise
Personality that promotes team binding and open collaboration Additional Desirable Skills & Experience (nice to have)
VMware & VDI Horizon skills
Project Work
Legacy infrastructure knowledgeServices advertised by Gold Group are those of an Agency and/or an Employment Business.
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