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ICT Service Desk Manager
2 months ago
We are seeking a seasoned Service Desk Manager to lead our London-based team of support engineers, providing IT support to our global offices. As a key member of our ICT department, you will be responsible for delivering exceptional service to our business stakeholders, driving team performance, and contributing to our overall service strategy.
Key Responsibilities
- Manage and develop a high-performing service desk team, ensuring timely and quality resolution of requests.
- Collaborate with senior stakeholders to align service desk operations with business objectives.
- Implement and maintain ITIL best practices, driving continuous improvement and process optimization.
- Develop and report on key service metrics, ensuring alignment with business goals.
- Oversee the onboarding process for new employees, ensuring seamless integration into our IT ecosystem.
- Mentor and develop team members, fostering a culture of excellence and growth.
- Manage relationships with 3rd-party suppliers and partners, ensuring seamless service delivery.
Requirements
- Proven experience in a Service Desk Manager role, with a strong track record of team leadership and service delivery.
- Excellent understanding of ITIL principles and practices, with experience in implementing and maintaining ITIL frameworks.
- Technical knowledge of Microsoft O365 technologies, including Entra ID, and Microsoft Azure and Intune.
- Experience working with audio and video conferencing tools, such as Zoom and MS Teams.
- Good understanding of security threats and principles, with experience in vendor and supplier management.
About Brunswick Group
Brunswick is a critical issues firm, advising the world's leading companies on how to navigate complex issues and engage with critical stakeholders. We help our clients play their role in the world more successfully, operating across finance, politics, and society at large.
Our Commitment to Diversity, Equity, and Inclusion
Maintaining a diverse workforce and inclusive workplace are pillars of Brunswick's culture, critical to our future success. We value and support every colleague as an individual, helping them reach their full potential while embracing our differences and diverse perspectives.
