Service Desk Manager

2 weeks ago

London, United Kingdom In Technology Group Limited Full time

**Role**: Service Desk Manager
**Location**: Central London
**Salary**: £65,000
**Training**: Microsoft Training & Certificates

One of Europe's leading Managed IT & Cloud Solutions Providers is searching for an experienced and technically minded Service Desk Manager to join the team ASAP

This is a fantastic opportunity to work within a growing team, at a company which is heavily focused on providing high level cloud solutions and support.

**Role Overview**

As a Service Desk Manager you will be responsible for leading a team of 2nd and 3rd line engineers, acting as a senior point of escalation, delivering projects, and managing the support function for a growing client base.

**Daily Responsibilities**:

- Act as the key point of contact for all escalations from the service desk
- Take leadership of the service desk team, made up of ten engineers, across Level 2 and Level 3 support
- Oversee the provision of support to multiple clients across various sectors
- Hands on assistance with a range of exciting projects relating to Microsoft cloud solutions, virtualisation, disaster recovery, and more
- Ensure that SLAs (Service Level Agreements) are being met in an efficient and timely manner
- Consistent practice of ITIL Service Management principles
- Provide support to Microsoft Cloud Solutions such as Office 365 (Exchange Online), Intune, Azure, SharePoint, and more
- Act as a central point of contact between the service desk, clients, and projects department

**Person Specification**:

- Strong understanding around the Microsoft cloud stack - Office 365, Azure, SharePoint, Intune / Endpoint Manager
- Strong hands-on experience with virtualisation tools such as VMware or Hyper V
- Experience with Active Directory, DNS, DHCP, Group Policies
- Strong understanding of Windows Servers (any versions)
- Technical experience automating task using PowerShell
- Previous experience working for a Managed Service Provider would be beneficial
- Experience taking leadership of a service desk / helpdesk team
- Knowledge of ITIL processes / principles
- Experience supporting macOS environment would be desirable

**Package & Benefits**:

- Generous Pension contributions
- Microsoft Training & Certifications - Azure & Office 365
- 24 days holiday plus 8 bank holidays
- Private Health Insurance

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.

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