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IT Service Desk Manager
2 months ago
About the Role:
We are seeking a highly skilled and experienced IT Service Desk Manager to join our team at Infinity Group. As a key member of our IT department, you will be responsible for ensuring the delivery of best-in-class service to our clients, aligned to ITIL methodologies.
Key Responsibilities:
- Ensure the effective management of the service desk, including the resolution of service tickets and the escalation of complex issues.
- Develop and maintain policy and process documentation to ensure compliance with industry standards.
- Conduct capacity reviews and resource planning to ensure the efficient use of resources.
- Provide technical guidance and support to team members, including training and development opportunities.
- Collaborate with cross-functional teams to ensure seamless service delivery.
- Develop and implement strategies to improve service quality and customer satisfaction.
- Manage and report on key performance indicators (KPIs) to ensure service level agreements (SLAs) are met.
Requirements:
- Proven experience in a management or lead role, with a strong background in IT service management.
- Excellent technical skills, with a strong understanding of ITIL methodologies and industry standards.
- Strong leadership and communication skills, with the ability to motivate and guide team members.
- Ability to work in a fast-paced environment, with a strong attention to detail and ability to prioritize tasks.
- Experience with Microsoft technologies, including Exchange Online, Teams, SharePoint, and Azure Virtual Desktop.
- CMI Level 3 or equivalent certification, and ITIL v3 or v4 Foundation certification.
About Infinity Group:
Infinity Group is a leading Microsoft Cloud Solution Partner, providing award-winning IT support, digital transformation, and Microsoft Dynamics 365 consultancy services. We pride ourselves on our innovative approach, collaborative culture, and commitment to excellence.
What We Offer:
- Opportunities for career growth and professional development.
- A collaborative and supportive work environment.
- A competitive salary and benefits package.
- The chance to work with a talented and experienced team.
- Access to the latest technology and tools.
