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IT Service Desk Manager
2 months ago
Job Title: IT Service Desk Manager
Company: i3
Location: City of London
Job Type: Permanent
Salary: £63,000 - £68,000 + bonus + benefits
Key Responsibilities- Service Desk Management: Oversee the continuous development and improvement of the IT Service Desk through proactive oversight and automation.
- Performance Metrics: Monitor and analyze service desk performance metrics, including incident and request fulfillment rates.
- Incident and Request Fulfillment: Ensure timely and effective resolution of incidents and requests.
- Identity and Access Management: Manage identity and access management processes, including application recertification and JML processes.
- User Hardware Provisioning: Oversee user hardware provisioning, including software installs and asset tracking.
- Documentation Management: Develop and maintain documentation, including policy ownership, process writing, and procedure creation.
- Training and Inductions: Provide user training and IT inductions.
- Supplier Management: Manage suppliers to ensure effective resolution of incidents, requests, and problems.
- Resource Management: Manage team resources, including team meetings, 1:1s, objectives, and performance management.
- Project Management: Oversee and manage projects, including PC updates, rollouts, and hardware refreshes.
- 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.
- Interpersonal Skills: Possess excellent interpersonal, verbal, and written communication skills.
- Documentation Skills: Be able to produce documentation to a high standard.
Industry: Insurance
Company Type: Leading Insurance Company
