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Service Desk Manager
2 months ago
Job Title: Service Desk Manager
Job Summary:
We are seeking an experienced Service Desk Manager to join our team at Integral Recruitment Ltd. As a Service Desk Manager, you will be responsible for leading a team of IT professionals in providing exceptional customer service and support to our clients.
Key Responsibilities:
- Lead a team of 10 IT professionals, including Service Desk Team Leaders and Change Managers, to provide timely and effective support to clients.
- Develop and implement ITIL-based processes and procedures to ensure excellent customer service and support.
- Manage the Change Management framework and processes to ensure seamless transitions and minimal disruption to clients.
- Collaborate with third-party vendors and support desks to ensure ownership of incidents, problems, and service requests.
- Train and develop the Service Desk Team Leader to be an acting Service Desk Manager.
- Participate in the Incident Management Process and team for Major Incidents.
Requirements:
- Proven experience in a Team Lead or Management IT role with a track record of motivating and growing teams.
- ITIL Service Desk experience (ITIL certifications preferred).
- Excellent knowledge of Desktop, Server, and Virtualisation concepts and technologies.
- Strong Office 365 and Azure experience.
- Cyber Security awareness.
- Knowledge of ITSM and RMM Tools.
- Documentation and process design experience.
What We Offer:
As a Service Desk Manager at Integral Recruitment Ltd, you will have the opportunity to work with a well-established financial services institution, offering real career progression and a strong benefits package.
