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IT Service Desk Manager

1 month ago

Surrey, United Kingdom Gold Group Full time
Job Title: IT Service Desk Manager

Gold Group is seeking an experienced IT Service Desk Manager to join our team in Surrey. As a key member of our IT department, you will be responsible for leading a team of 10 IT professionals and overseeing the delivery of exceptional IT services to our clients.

Key Responsibilities:
  • Lead a team of 10 IT professionals, including 2nd and 3rd line support, Service Desk Team Leader, and Change Manager.
  • Develop and improve ITIL-based processes, templates, and tools to ensure excellent customer service.
  • Own Change Management framework and process, attending CABs and ECABs as required.
  • Prioritize workload to ensure timely resolution of critical issues.
  • Manage relationships with third-party vendors and support desks.
  • Oversee patching of end-user workstations, aligning with Cyber Essentials Plus and Corporate risk appetite.
  • Manage Mobile Device Management software and procedures.
  • Support Audio Visual Equipment and internal Cloud Telephony & Contact Centre system.
  • Ensure knowledge is shared within the Service Desk team and break down key man dependencies.
  • Train and develop the Service Desk Team Leader to be an acting Service Desk Manager.
  • Participate in Incident Management Process and team for Major Incidents.
  • Maintain and develop tools used by the Service Desk team.
  • Request feedback from users to improve customer experience.
  • Communicate major incidents, progress on tickets, and planned system outages.
  • Create and maintain an asset register for all IT equipment.
  • Work with Cyber Security to create, amend, and monitor access controls.
  • Manage system and application licenses and certificates.
  • Participate in 'transition to service' process for undertaken projects.
Requirements:
  • Experience in IT Management role.
  • Solid hands-on technical background.
  • ITIL Service Desk experience.
  • Strong customer service background.
  • Excellent knowledge of Desktop, Server, and Virtualisation concepts and technologies.
  • Very strong cloud experience in Office 365 and Azure.
  • Cyber Security awareness.
  • Knowledge of ITSM and RMM Tools.
  • Documentation and process design experience.
  • Strong stakeholder management and planning skills.
  • Ability to communicate at all levels, both written and verbal.
  • Workload Prioritisation expertise.

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