Service Desk Manager

2 weeks ago

AshbydelaZouch, United Kingdom Fisher German LLP Full time

**The Team & Focus of the Role**

An opportunity has arisen for an experienced Service/Help Desk Manager to join a fast paced & forward thinking support team. You’ll be joining and looking after team of four, having a mixture of support engineers & systems administrators to work alongsideand be reporting into our Head of IT Services & Infrastructure.

This is a varied role and you’d be looking after the whole spectrum of technology support including hardware such as laptops, printers & servers to specific software problems across our various in-house systems. You will also be responsible for reviewing& implementing processes, managing relationships with our 3rd party suppliers and conducting life cycle management for our assets.

If you’re an individual who thrives on overcoming problems, working in a fast-paced environment and working in a friendly, social environment then we’d love to hear from you.

This role will be based in Ashby and although we do offer a hybrid working policy, it’s essential that you’d be commutable to Ashby weekly. Our standard hours are 8.45am - 5.15pm (37.5 hours) however we’re open to discussing flexible working requirementswith a minimum working week of 30 hours per week.

**Duties will include**:

- being responsible for managing the first
- being responsible for ensuing support for existing and emerging information and communications technology (ICT) services, including providing technical advice to project teams
- having responsibility for the management, configuration and reporting from our IT management system (ITSM) platform
- conducting life cycle management for assets including hardware, software, intellectual property, licences, and warranties manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio
- identifying and exploring opportunities for service and business improvement and produce analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that Fisher German derives maximum value from services.
- managing customer service functions including responding to issue reports and information and access requests. You will use the results of customer satisfaction measurements to improve services and demonstrate a successful relationship with customers
- focusing on the whole life service delivery (designing, developing, delivering, and operating) and ensure that a set of IT products, suppliers, and vendors come together to deliver an IT service
- having responsibility for Supplier/Vendor and IT Security management and your team responsible for Incident, Request, Problem, Major Incident, and Asset management functions
- ITIL v3/4 Certification in IT Service Management
- Experience and management/configuration of ITSM platforms
- 3-4 Years’ experience of managing a team of support engineers
- Experience using management information to consolidate agreed Key Performance Indicators (KPIs) into product or service measures, to underpin the service management of a specific product or service
- Experience of building relationships with customers and identify who they are and what their needs are, based on evidence
- Previous experience of creating user stories and propose design approaches or services to meet customer needs
- demonstrated knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role
- an in-depth understanding of service management framework principles and processes

**Why Fisher German?**

We’ve been around for a while, but it doesn’t mean we are behind the times Across our office network we offer a hybrid working approach to help our colleagues design their working day to suit their diaries. Some days you might be in the office enjoyinga collaborative team day, and other days might see you focussing on project work at home. Wherever you choose to work, you’ll be part of a social and digitally connected workforce with the chance to get involved in a variety of activities, like sports events,pop-up bars, BBQs, CPD days, live leadership updates on Zoom, picnics in the park and lots more.

What’s not to love? We work hard but we also have lots of fun If that sounds like something you would enjoy, then please get in touch.

We have a history going back as far as 1830 but have been Fisher German since 2000. We operate UK wide advising and managing a range of client portfolios with national visibility across all the 6-property market sectors; rural, commercial, development, residential,infrastructure services and sustainable energy.

**Bring Yourself to Work**

It’s simple really, we are passionate about what we do, and we want you to be driven to succeed with us. For this to happen, you need to feel supported and included which is why we’re proud to be an Equal Opportunities Employer.

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