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IT Service Desk Manager

2 months ago

Holborn, Greater London, United Kingdom Red Top Resources Ltd Full time
IT Service Desk Manager

We are seeking an experienced IT Service Desk Manager to join our team at Red Top Resources Ltd. This is a hybrid role that combines technical support and service desk management responsibilities.

Key Responsibilities:
  • Oversee service desk support, incident management, problem resolution, and service level management to meet service levels and KPIs.
  • Provide technical support within a skilled helpdesk function.
  • Review operational processes and update information as required.
  • Manage team tasks, including rotas, assigning resources, and arranging projects.
  • Assist with certain tickets that require specific permissions, such as Azure, AWS, and Proofpoint.
  • Directly support and assist the Head of Support and act as a delegate for tasks in their absence.
Requirements:
  • A strong understanding of IT service management and best practices.
  • Demonstrated experience in managing internal staff.
  • Take full ownership of issues.
  • A good knowledge of Microsoft Windows Server 2012 and above.
  • A good understanding of networking protocols, specifically TCP/IP, DNS, DHCP.
  • A thorough knowledge of Microsoft Exchange and Microsoft 365.
  • A thorough knowledge of Active Directory.
  • A thorough knowledge of file system permissions and hierarchies.

If you have the skills and experience required, we would love to hear from you and can explain more about this exciting opportunity.