Service Desk Manager
7 days ago
Job Title: Service Desk Manager
Job Type: Full-time
Company: Integral Recruitment Ltd
Location: Remote/Hybrid
Job Description:
Job Summary:
We are seeking an experienced Service Desk Manager to lead our IT Service Desk team. The successful candidate will be responsible for managing and developing the team, improving ITIL-based processes, and owning the Change Management framework.
Key Responsibilities:
- Manage and develop the Service Desk team of 10, including 1st, 2nd, 3rd liners, Service Desk Team Leader, and Change Manager.
- Develop the team to support all processes, systems, and applications, providing excellent customer service within a cyber security best practice framework.
- Continuously improve ITIL-based processes, templates, and tools.
- Own the Change Management framework and processes.
- Manage the Service Desk team's engagement with third-party vendors and support desks.
- Train, develop, and coach the Service Desk team leader to act as Service Desk Manager.
- Participate in the Incident Management Process for Major Incidents.
Requirements:
- Solid experience in a Team Leader or Management IT role.
- ITIL Service Desk experience (ITIL certifications preferred).
- Excellent knowledge of Desktop, Server, and Virtualisation technologies.
- Strong Office 365 and Azure experience.
- Cyber Security awareness.
- Knowledge of VMware and VDI Horizon, Cyber Security tooling (FIM, SIEM, vulnerability management, etc.) is a bonus but not a requirement.
What We Offer:
Integral Recruitment Ltd offers a competitive salary, strong benefits package, and real career progression opportunities.
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