IT Service Desk Director

2 weeks ago


Redhill, United Kingdom Smart Recruit IT Full time

At Smart Recruit IT, we're looking for an experienced IT Service Desk Manager to provide service management direction to business-critical support teams. If you have a passion for data and a proven track record in delivering high-quality support services, this could be the perfect opportunity for you.

The role involves implementing formal problem management and change control systems, managing communications with stakeholders and users on service complaints, performance, issues and resolutions, and helping to manage the support requests received. You will also work closely with Infrastructure, security, development and Solution Architecture teams to help provide a high-quality support service across key business-critical applications.

Key Responsibilities:

  • Implement formal problem management and change control systems.
  • Manage the communications with stakeholders and users on service complaints, performance, issues and resolutions.
  • Helpdesk Manager will be tasked with helping to manage the support requests they receive.
  • Manage the activities of the support team:
    • IT Level 1 Service Desk
    • IT Level 2 & 3 Support
    • Business Support
    • Data & Analytics
    • Development / Application Software Support

Requirements:

  • Project Management of IT changes as required
  • Service Management Method and reporting processes
  • IT Systems experience (e.g. Windows / Infrastructure etc.)
  • Demonstrable Project Management (e.g. PMP, Prince2) experience preferred
  • Experience in ITSM tools (e.g. ServiceNow, Jira etc.) ideally with configuration experience
  • IT Service Desk Manager will ideally have Program Management Office (PMO) reporting exposure / experience

Benefits:

  • 25 days holiday
  • Hybrid/Flexible Working
  • Private Medical Insurance
  • Workplace Pension
  • Ride to Work Scheme/Season Ticket Loans
  • Excellent career path with training and development opportunities

With an estimated salary of £38,500 - £43,500 per annum, this is an exciting opportunity to join a forward-thinking company that prioritizes diversity and inclusion. If you're passionate about delivering exceptional support services and have the skills and experience to match, we'd love to hear from you.



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