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Service Desk Manager
2 months ago
Job Title: Service Desk Manager - IT Team Lead
Job Summary:
We are seeking an experienced Service Desk Manager to lead our IT team and oversee the delivery of exceptional IT services to our clients. As a key member of our team, you will be responsible for managing and developing the Service Desk team, ensuring that they have the necessary skills and knowledge to provide top-notch support to our clients.
Key Responsibilities:
- Team Management: Lead and manage a team of 10 IT professionals, including Service Desk analysts, team leaders, and change managers.
- Service Delivery: Oversee the delivery of IT services, including incident management, problem management, and service request management.
- Process Improvement: Develop and implement processes and procedures to improve the efficiency and effectiveness of the Service Desk team.
- Change Management: Own and manage the change management framework and processes.
- Vendor Management: Manage relationships with third-party vendors and support desks to ensure seamless incident, problem, and service request management.
- Training and Development: Train, develop, and coach the Service Desk team leader to be an acting Service Desk Manager.
- Incident Management: Participate in the incident management process and team for major incidents.
Requirements:
- Experience: Solid experience in a team leader or management IT role, with a proven track record of motivating, growing, and managing teams effectively.
- ITIL: ITIL Service Desk experience (ITIL certifications preferred).
- Technical Skills: Excellent knowledge of desktop, server, and virtualization concepts and technologies, as well as strong Office 365 and Azure experience.
- Cyber Security: Cyber security awareness and knowledge of ITSM and RMM tools.
- Documentation and Process Design: Experience in documentation and process design.
About Us:
We are a leading recruitment agency, Integral Recruitment Ltd, and we are committed to providing exceptional recruitment services to our clients. We offer a fantastic working environment, excellent benefits package, and real career progression opportunities.
