IT Service Desk Manager

4 weeks ago


Beckenham, Greater London, United Kingdom Foresters Financial Full time

Job Summary

We are seeking a highly skilled Service Desk Manager to join our team at Foresters Financial. As a key member of our IT department, you will be responsible for managing the service desk team and providing technical expertise to support and maintain all IT systems.

About the Role

This is a hands-on role that requires a solid background in an operational IT Help Desk environment. As the manager, you will be responsible for the day-to-day operations of the Service Desk team, including task management, staff rotas, and assisting with calls via the service desk tool system.

Key Responsibilities

  • Take ownership of service desk support call actions, closure, and allocation, prioritisation and escalation of incidents for other members of the team.
  • Provide the business with updates, both written and verbal, regarding the resolution of problems as quickly as possible using incident management.
  • Support fellow team members in ensuring a successful team, removing roadblocks, conflicts, and enabling technical advice and training is given first-hand, when needed from others.
  • Produce Service Desk reports on SLA's met and any breached.
  • Carry out system access audits and ensure the service desk is compliant.
  • User Provisioning to ensure new user accounts and account deletions are managed correctly.
  • End User lifecycle replacement.
  • Oversee backups, capacity, security, hardware/software and operating system issues with the fileservers and network equipment, systems logs.
  • Ensure anti-virus/vulnerability patches are current and up to date on user end points.
  • Ensure prioritisation of daily workload.
  • Manage the rollout of software updates for both Head Office and Field Force.
  • Oversee stock allocation for all Foresters employees.

Requirements

  • 5 years experience within an IT Helpdesk/IT Service support role.
  • ITIL Framework certified.
  • Project Management experience.
  • Strong understanding of incident management.
  • Excellent leadership qualities to demonstrate motivation and implement inspiration to team members, daily.
  • Overall understanding and knowledge of IT systems and technologies.
  • Experience of problem management from initiation through to closure.
  • Good understanding of configuration of Active Directory and Azure AD.
  • Strong understanding of O365.
  • Strong understanding of PC hardware/software set-up/configuration and TCP/IP.
  • Basic understanding of networks.
  • Full driving licence and legally able to drive in the UK.
  • Vendor management.

Location

You will be based at our UKHQ in Bromley, options for hybrid working may be available depending on business requirements.



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