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IT Service Desk Manager
2 months ago
Job Summary:
The IT Service Desk Manager will lead a team within the helpdesk function and will be instrumental in implementing our IT plan. The successful candidate will be responsible for managing the IT service desk and providing remote and onsite support for various IT services and equipment.
Key Responsibilities:
- Manage the IT service desk and provide remote and onsite support for various IT services and equipment.
- Create, implement, and monitor best-practice processes for the IT services, covering software, hardware, mobile devices, AV equipment, photocopiers, network, infrastructure, and core business systems.
- Manage the IT Service Management tool and ensure that all IT processes within it are accurate and up to date.
- Turn business requirements and department objectives into KPIs and SLAs and analyze and report on performance data and trends.
- Lead stakeholder management and communication, and keep customers informed of all elements of IT service delivery.
Requirements:
- Management experience within an IT service desk management.
- Strong knowledge and experience in IT service management frameworks and best practices, such as ITIL.
- Excellent data analysis and reporting skills, with the ability to use various tools and methods to measure and improve the service desk performance and quality.
- Strong leadership and communication skills, with the ability to manage, motivate, and coach a diverse team of service desk staff.
- Excellent problem-solving and decision-making skills, with the ability to troubleshoot and resolve complex IT issues and escalate them when necessary.
- Strong customer service and stakeholder management skills, with the ability to build and maintain positive and professional relationships.
- A proactive and innovative mindset, with the ability to stay updated on the latest IT trends and technologies and suggest new solutions to enhance the IT service delivery.
- Have a solid technical background, covering areas such as hardware, software, networking, cybersecurity, cloud (O365), and telephony.
About Us:
At South Yorkshire Housing Association, our purpose is for our customers to settle at home, live well and realize their potential. We believe that difference makes us better, and that our services are made stronger by having a diverse workforce. We encourage and welcome applications from all backgrounds.
