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Deputy Services Desk Manager
4 months ago
Quorum Network Resources are one of the largest Microsoft Gold Partner IT Consultancy firms in Scotland, currently with 15 Gold Competencies and Advanced Specialisations on the Microsoft Framework. We are also a Microsoft Direct Cloud Solutions Providerand are currently looking to add a Deputy Service Desk Manager to our growing Managed Services team in Edinburgh.
Reporting into the Service Desk Manager, this is a newly created role which will be varied and exciting.
You will be joining our team at a very exciting time, where you will be provided with ongoing support, training, and development to allow you to develop your skills and grow the career you really want. Training and development of every employee is hugelyimportant at Quorum; you will be supported and developed at every stage in your career with us.
Our team is talented, dynamic, and committed professionals, and we would love to hear from you if you are passionate about innovative technology solutions.
**The Role of Deputy Service Desk Manager**:
- Co-management of Quorum’s central managed service support team circa 18 IT analysts - particular focus on 1st /2nd line support teams (circa 8 IT analysts)
- Drive incident closures, service request fulfilment and ticket management standards across the team
- Drive service delivery to SLA guidelines and specific client engagement needs
- Team rota management and planning for support shifts, Client server patching and On-Call support
- Organisation; responsible for ensuring regular review, update and documentation of support team processes, creation of new support processes and guides when needed, ensuring version control
- Sharepoint; good organisation skills are required to ensure adherence to document management processes and best practice, process flow creation
- Reporting - production of weekly and monthly reports on team metrics
- Provide cover for the Service Desk Manager and act as an escalation point in their absence
**What We Are Looking For**:
- A real love for technology and a constantly curious mind
- Team leadership experience required
- Previous service desk management experience desired but not necessary
- We are a Microsoft partner so good working knowledge of Microsoft technologies desired
**Why Quorum?**
Quorum is an Employee-Owned company providing IT-managed services, projects, and professional services to a diverse range of clients, from enterprise-scale clients to small/medium businesses within both the private and public sectors.
We offer highly competitive salaries with an excellent benefits package including contributory Pension, Private Health Care, the ability to buy and sell holidays, as well as paying for your home broadband, excellent training and development opportunitieswith the ability to earn an annual bonus on Microsoft Accreditations, and an annual personal technical budget to ensure you stay up to date with the latest technologies.
Still not convinced? We encourage personal development and have a highly collaborative working culture with high levels of employee retention. We have won awards for our Family Friendly Working and pride ourselves on our ability to manage employees' individualneeds to make work-life fit around personal life. We believe our culture is our strength and want to work with like-minded individuals who love technology as much as we do.
If, like us, you eat, sleep and breathe technology and love a challenge when it comes to complex technical solutions, please **APPLY** today.
