IT Service Desk Manager

7 days ago

Surrey, United Kingdom Gold Group Ltd Full time
IT Service Desk Manager

Gold Group Ltd is seeking an experienced IT Service Desk Manager to join their team in Surrey. As a key member of the IT department, you will be responsible for leading the Service Desk team and ensuring the delivery of exceptional IT services to the business.

Key Responsibilities:
  • Lead the Service Desk team of 10, including 2nd and 3rd line support, Service Desk Team Leader, and Change Manager
  • Develop and improve ITIL-based processes, templates, and tools to ensure excellent customer service
  • Own Change Management framework and process, attending CABs and ECABs as required
  • Prioritize workload to ensure timely resolution of critical issues
  • Manage relationships with third-party vendors and support desks
  • Oversee patching of end-user workstations, aligning with Cyber Essentials Plus and Corporate risk appetite
  • Manage Mobile Device Management software and procedures
  • Support Audio Visual Equipment and internal Cloud Telephony & Contact Centre system
  • Create and maintain Service Desk documentation, processes, and procedures
  • Ensure knowledge sharing within the Service Desk team and break down key man dependencies
  • Train and develop the Service Desk Team Leader to be an acting Service Desk Manager
  • Own Workplace Recovery, co-own Disaster Recovery, and participate in scenarios and procedures
  • Lead the Incident Management Process and team for Major Incidents
  • Maintain and develop tools used by the Service Desk team, including ticketing system, remote management, and monitoring tools
  • Request feedback from users to improve customer experience
  • Communicate major incidents, progress on tickets, and planned system outages
  • Create and maintain an asset register for all IT equipment
  • Work with Cyber Security to create, amend, and monitor access controls
  • Manage system and application licenses and certificates
  • Participate in the 'transition to service' process for undertaken projects
  • Be the technical escalation point for issues escalated by 3rd line and the Service Desk team leader
Requirements:
  • Experience in IT Management role
  • Solid hands-on technical background
  • ITIL Service Desk experience
  • Strong customer service background
  • Excellent knowledge of Desktop, Server, and Virtualisation concepts and technologies
  • Very strong cloud experience in Office 365 and Azure
  • Cyber Security awareness
  • Knowledge of ITSM and RMM Tools
  • Documentation and process design experience
  • Strong stakeholder management and planning skills
  • Ability to communicate at all levels, both written and verbal
  • Workload Prioritisation expertise
  • Personality that promotes team binding and open collaboration
Desirable Skills & Experience:
  • VMware & VDI Horizon skills
  • Project Work
  • Legacy infrastructure knowledge

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