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Information Technology Service Desk Manager
4 months ago
Client: A leading cosmetic firm in the United Kingdom
Job Title: Information Technology Service Desk Manager
Location: London W1U 8ED, United Kingdom
Job Description:
- We are seeking a dynamic and experienced Service Delivery/Support Manager to lead the service delivery and support desk for a confidential luxury skincare brand undergoing a significant digital transformation.
- This is an exciting opportunity to be at the forefront of a major revamp in IT support and service delivery for a prestigious and innovative brand in the luxury skincare industry.
- The candidate for this role should be technically excellent, with a strong background in IT support, IT infrastructure and service management, combined with project management skills and the ability to lead and inspire a team.
Key Responsibilities:
- Lead the service delivery and support desk operations, ensuring high-quality IT support.
- Manage a revamp of the IT support and service delivery systems, including changing ticketing systems to service now.
- Oversee the entire IT support team, ensuring effective management of first and second line support.
- Hands-on involvement in daily service desk activities and ticketing system management.
- Provide leadership and guidance in a period of significant organizational change.
- Manage IT budget and procurement for day to day services and hardware requirements
- Provide 3rd line escalation point for the IT support team.
- Define, manage and execute new IT projects to modernize and keep the business ahead of the curve for modern business IT maintaining a cloud first approach.
Requirements:
- MS Office 365: In-depth knowledge and hands-on experience in managing and troubleshooting and deploying Office 365 applications.
- Have an excellent technical understanding of a Microsoft environment using all aspects of E5 licensing.
- Hands on experience of Intune and Azure environments and how to support them and experience in cloud first environments.
- Excellent networking and security knowledge with experience in SASE solutions
- Experience: 3-4 years in infrastructure engineering, 1-2 years in service desk management.
- Directly managing the day-to-day operations of the service desk team. This involves monitoring ticket flow, ensuring timely resolution of issues, and maintaining high levels of customer service.
- Technical expertise in multiple ticketing systems, with a preference for experience in ServiceNow. This will include expert understanding of ticketing best practices.
- Managing and mentoring the IT support team. This includes overseeing the performance of first and second line support teams, providing technical guidance, and ensuring team members are well-equipped to handle their responsibilities.
- Capacity to work in a high-pressure environment, managing multiple tasks efficiently.
- Ability to interact optimally with C suite and director level employees.
- Up-to-date with the latest IT trends and practices, and applying this knowledge to improve the service delivery.
- Ability to instill a learning culture within the IT support teams by being an active learner.
- Budget management for procurement and project management within service desk needs.
- Experience managing a team supporting approximately 600 internal users, plus external users associated with partner organizations.
- Strong communication skills and presentable for interactions with the C-suite.
- Experience in migrating to a new ticketing system is a plus.
- Excellent project management skills and a hands on approach to executing projects
Why Join Us:
- Be a part of a luxurious and prestigious brand known for its innovation in the skincare industry.
- Unique opportunity to spearhead a Greenfield project, setting up new processes and systems from scratch.
- Be the change agent in an organization valuing digital transformation and modern IT practices.
