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IT Service Delivery Manager

2 months ago

Bridgend, Bridgend county borough, United Kingdom Onyx-Conseil Full time

About Onyx-Conseil:

Onyx-Conseil is a fast-growing Tech Company providing IT and Comms technology to small & medium businesses across the UK. With 8 regional offices, we support our customers both remotely and onsite through our service desk. As a cloud-focused IT business, we are always striving to be innovative. Our ambitious growth is driven by our crucial values and fundamental rules, ensuring every product and service is delivered with expertise, passion, and heart. We are deeply committed to delivering the best customer service.

About the Role:

We are looking for an enthusiastic customer-focused IT Service Manager to join our dynamic management team. You will be responsible for the smooth operation of the IT helpdesk and be one of the escalation contacts for all types of IT-based technical queries on related products such as Microsoft 365, Microsoft Azure, workstations, servers, domain controllers, hyper v, terminal servers, cyber security, and more.

Key Responsibilities:

  • Hands-on technical troubleshooting, resolution of incidents, and change requests.
  • Allocation of resources and work across all IT helpdesk-related functions.
  • Documentation of standard operating procedures and knowledgebase articles.
  • Continuous development of the PSA and CRM tools to maximize efficiency.
  • Ensure alignment of the company technology roadmaps.
  • Review skills and expertise training matrix across the team ensuring all product offerings are fully covered at all times.
  • Maintain, manage, and monitor KPIs across individuals and the team.
  • Provide monthly management/board reports on Helpdesk activity including agreed KPIs.
  • Conduct monthly staff 1-2-1's and personal development reviews.
  • Be a point of escalation for the team and customers.
  • Drive customer satisfaction surveys and positive feedback scores.
  • Maintain user, business, and network security on all systems.
  • Answering the phone to inbound calls from customers who require technical help.
  • Troubleshoot and resolve software and hardware issues remotely over the phone.
  • Investigating and monitoring all related IT, network, workstation, laptop, and application performance issues.
  • Ensuring customer faults and incidents are resolved within SLAs.
  • Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
  • Ensuring all open cases are updated with relevant information and customers are regularly updated.
  • Responsible for giving world-class service at all times.

Requirements:

  • A positive attitude with a can-do approach to everything
  • Excellent communication skills.
  • Great telephone manner.
  • A team player with strong leadership skills.
  • Previous experience in an IT Service Desk management or leadership role.
  • Strong knowledge of using and supporting Microsoft Windows client operating systems in conjunction with M365 cloud products.
  • Experience in creating and maintaining Microsoft Entra/Active Directory user accounts and security groups.
  • Experience with SharePoint migration and management.
  • Experienced at building and maintaining end-user computer systems.
  • Experience in using IT Service Management software.
  • Be user-focused and understand and identify user needs.
  • Be commercially aware, including cost analysis and budget preparation.
  • Knowledge of Cyber Security technologies.
  • An understanding of network technologies (LAN, WAN).