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IT Service Desk Manager

2 months ago

Surrey, United Kingdom Gold Group Ltd Full time
Job Description

**Job Title:** IT Service Desk Manager

**Job Type:** Full-time

**Company:** Gold Group Ltd

**Location:** Surrey

**Job Category:** IT & Technology

Job Summary

We are seeking an experienced IT Service Desk Manager to join our team at Gold Group Ltd. As a key member of our IT department, you will be responsible for leading our Service Desk team and ensuring the delivery of exceptional IT services to our clients.

Key Responsibilities
  • Lead and manage the Service Desk team, providing guidance and support to ensure the team is equipped to handle all IT-related queries and issues.
  • Develop and implement ITIL-based processes and procedures to improve the efficiency and effectiveness of the Service Desk.
  • Collaborate with the Cyber Security team to ensure the implementation of robust security measures and best practices.
  • Manage and maintain all IT equipment, software, and systems, ensuring they are up-to-date and running smoothly.
  • Develop and maintain relationships with third-party vendors and support desks to ensure seamless communication and issue resolution.
  • Manage and prioritize workload to ensure timely resolution of critical issues and maintain high levels of customer satisfaction.
  • Develop and implement training programs to enhance the skills and knowledge of the Service Desk team.
  • Ensure compliance with all relevant laws, regulations, and industry standards.
Requirements
  • Proven experience in IT management, with a strong background in ITIL and service desk management.
  • Excellent technical knowledge of desktop, server, and virtualization concepts and technologies.
  • Strong cloud experience, including Office 365 and Azure.
  • Cyber Security awareness and knowledge of ITSM and RMM tools.
  • Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels.
  • Ability to prioritize workload and manage multiple tasks simultaneously.
Desirable Skills and Experience
  • VMware and VDI Horizon skills.
  • Project work experience.
  • Legacy infrastructure knowledge.