IT Service Desk Manager
4 days ago
Job Title: IT Service Desk Manager
Company: i3
Location: City of London
Job Type: Permanent
Salary: £63,000 - £68,000 + bonus + benefits
About the Role:
We are seeking an experienced IT Service Desk Manager to join our team at i3. As a key member of our IT department, you will be responsible for leading our IT Service Desk team and ensuring the delivery of excellent IT services to our customers.
Key Responsibilities:
- Service Desk Performance: Develop and implement strategies to improve service desk performance, including metrics and reporting.
- Incident and Request Fulfillment: Oversee the efficient handling of incidents and requests, ensuring timely resolution and customer satisfaction.
- Identity and Access Management: Manage identity and access management processes, including application recertification and JML processes.
- User Hardware Provisioning: Coordinate the provisioning of user hardware, including software installs and asset tracking.
- Documentation Management: Develop and maintain documentation, including policy ownership, process writing, and user training documentation.
- Supplier Management: Manage relationships with suppliers to ensure effective resolution of incidents, requests, and problems.
- Resource Management: Lead team meetings, 1:1s, objective and performance management, and rota management.
- Project Management: Oversee and manage projects, including PC updates, rollouts, and hardware refreshes.
Requirements:
- Technical Competence: Be technically competent with good all-round knowledge of Windows 11, Office, Azure Entra, Azure Admin, Teams Admin, Exchange, SharePoint, Citrix, and printing technology.
- Application Experience: Have exposure to OpenBox, Impact, DocoSoft, RMS, Workday, and ProCede.
- Interpersonal Skills: Possess excellent interpersonal, verbal, and written communication skills, with the ability to produce documentation to a high standard.
- Leadership Experience: Be confident leading a small team and acting as an escalation/referral point where necessary.
- Process Improvement: Have proven experience with implementing new practices and suggesting new ways of working to improve efficiencies.
What We Offer:
We offer a competitive salary, bonus, and benefits package, as well as opportunities for professional growth and development.
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