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Service Desk Manager
3 months ago
Location: Winchester
Salary: Up to 40k DOE
Digital Waffle is looking for a Service Desk Manager to join a fantastic client based in the heart of Southampton. This role is perfect for someone with a few years of management experience on a Service Desk, or who has been working on the third line with a solid understanding of processes that are looking to take the step into a management position.
Key Skills:
- Microsoft stack (Azure, AD, Exchange etc)
- Networking (TCP/IP, DNS, DHCP, etc.)
- Firewall, Router and Switch Management
- Remote Access and VPN
- Foster a collaborative environment that leverages knowledge sharing and promotes individual skill development in areas like incident management, problem management, and service request fulfillment.
- Utilize KPIs (e.g., First Call Resolution Rate, Mean Resolution Time) to set achievable goals, monitor team performance, and identify areas for improvement.
- Oversee ticket assignment using tools like round-robin or skill-based routing, manage technician queues, and ensure adherence to service level agreements (SLAs).
- Develop and implement efficient workflows that align with ITIL best practices, including incident escalation procedures, change management processes, and knowledge base maintenance.
- Assist technicians in tackling complex customer issues by leveraging your own technical expertise and guiding them towards efficient troubleshooting and resolution.
- Identify situations requiring escalation to the infrastructure team, ensuring clear communication and seamless handover through detailed ticket notes and knowledge transfer.
- Manage the recruitment process for new Service Desk team members, ensuring a smooth onboarding experience with comprehensive training on ticketing systems (e.g., ServiceNow, Zendesk) and relevant IT support methodologies.
- Optimise team resources through effective scheduling and workload management, ensuring smooth operations during periods of staff leave or unexpected incidents.
- Drive continuous service improvement by analysing trends in ticket volume, resolution times, and customer satisfaction metrics, and implementing process changes accordingly.
- Minimum 5 years of experience in a Service Desk or related IT support role.
- Proven leadership and team management skills with a focus on IT service delivery.
- Strong understanding of IT service desk best practices, ITSM methodologies (e.g., ITIL v4), and incident management frameworks.
- In-depth knowledge of ticketing systems and performance management tools.
- Experience working in a fast-paced, customer-centric environment.
- Excellent communication, interpersonal, and problem-solving abilities.
Please note this role is not accepting applicants from outside of the UK and does not offer sponsorship.
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