IT Service Desk Manager

3 days ago

Chorley, Lancashire, United Kingdom Ipsum Full time

About Ipsum

Ipsum is a leading provider of specialist utility and infrastructure solutions, operating on both public and private networks.

Our Vision

We aim to be the customer service-focused provider of choice, delivering essential services 24/7/365 that make a real difference to local people and communities.

Job Summary

We are seeking an IT Service Desk Manager to join our team, responsible for orchestrating and elevating our IT support operations. As a key member of our IT division, you will play a pivotal role in driving the strategic evolution of our IT support function.

Key Responsibilities

  • Implement and maintain service management processes in line with ITIL v4 best practices, ensuring efficient and effective service delivery.
  • Directly lead, mentor, and guide the service desk team, ensuring rapid and effective resolution of IT-related issues.
  • Deliver hands-on technical support related to Microsoft O365, Exchange, SharePoint, OneDrive, Azure, and Intune.
  • Spearhead the setup, distribution, maintenance, and troubleshooting of company assets, including laptops, workstations, and mobile devices.
  • Develop and review KPIs in alignment with ITIL v4 practices. Seek continuous improvement by analysing performance metrics and feedback.
  • Function as leader within the IT division, ensuring open, transparent, and timely communication between IT, employees, and senior/executive leadership.
  • Collaborate with the Group IT Director to formulate strategic plans, service designs, and service transition processes that align with organisational goals.
  • Lead the team in managing incidents efficiently and focus on identifying and resolving root causes of recurring incidents.
  • Oversee changes in the IT environment, ensuring they are assessed, approved, implemented, and reviewed in accordance with ITIL standards.
  • Champion a culture of continuous learning, ensuring the team consistently hones their skills and stays abreast of IT advancements.
  • Utilise networking expertise for tasks like diagnosing connectivity issues and configuring permissions.
  • Manage the Fresh Service ticketing system, ensuring streamlined ticket handling, timely resolution, and precise reporting.

About You

We are looking for a highly skilled and experienced IT professional with a strong background in IT service management, technical support, and team leadership. The ideal candidate will possess a comprehensive understanding of ITIL v4 best practices, proficiency in Microsoft O365, Exchange, SharePoint, OneDrive, Azure, and Intune, and experience with Fresh Service or equivalent ticketing systems.

Requirements

  • Bachelor's degree in Computer Science, Information Systems, or other relevant field or equivalent.
  • Demonstrable experience in a similar role, managing an IT service desk or another IT related team.
  • Comprehensive understanding and experience with ITIL v4 best practices.
  • Proficiency in Microsoft O365, Exchange, SharePoint, OneDrive, Azure, and Intune.
  • Solid background in IT asset management best practices.
  • Experience with Fresh Service or equivalent ticketing system.
  • Demonstrable ability in all areas of people management - including coaching, mentoring, and supporting team growth.
  • Advanced organisational skills.
  • Excellent communication skills, both written and verbal.
  • Highly organised and efficient.
  • A proactive approach and hard-working attitude.
  • Ability to solve real-world technology challenges.
  • Results-driven, proactive, and an analytical approach to challenges.
  • Meticulous and deadline-conscious.
  • Professional attitude with a collaborative mindset.
  • Ability to thrive in a fast-paced environment and manage several projects simultaneously.

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