IT Service Desk Manager
4 weeks ago
We are seeking an experienced IT Service Desk Manager to join our team at Schroders Recruitment. As a key member of our IT department, you will be responsible for managing the Technical Service Desk team, ensuring that our internal staff receive high-quality IT support and services.
Key Responsibilities:- Manage the Technical Service Desk IT support team, ensuring they maintain customer focus and provide excellent service to our internal staff.
- Oversee the internal client support environment, ensuring it is highly available and operates within agreed targets and SLAs.
- Ensure adequate resource levels are available within the team, managing rotas, absence, and recruitment to ensure consistent service is available on weekdays between 8am – 6pm.
- Receive and respond to escalated requests and incidents from the service desk, prioritizing and triaging as necessary through to resolution and within agreed timescales.
- Perform regular reporting and liaise with the Infrastructure Services Manager and Group Head of Enterprise Technology on the status of the Service Desk, informing of any key issues or blockers that require escalation.
- Manage the inventory and procurement of all IT assets, consumables, and software licenses, ensuring it is an accurate representation of the IT estate and value for money.
- Ensure daily routine maintenance checks are completed on key systems by the Service Desk team.
- Create accurate documentation for instances of hardware failure, repair, installation, and removal.
- Evaluate, develop, and implement policies and procedures related to computer systems operation and development, ensuring they are kept up to date.
- Oversee installation, configuration, maintenance, and troubleshooting of end-user hardware, software, and peripheral devices, including telecoms.
- Account Management – ownership of the joiners/leavers process from an access control and hardware perspective, following a fully auditable procedure.
- Liaise with and provide training to staff on computer operation, new user onboarding, infrastructure policies, and application use within the business.
- Help and support the wider Group IT in deploying and rolling out internal software applications and updates.
- Liaise cross-functionally, with Acquisitions and third-party vendors as the sole contact for any Group IT projects, queries, or concerns, providing excellent customer service and rapport.
- Monitor and test hardware performance and provide statistics and reports to the Infrastructure Services Manager.
- Ensure the company complies with regulatory standards and best practices and support with IT-related verifications, audits, and due diligence.
- Attend Benchmark Capital Group sites to coordinate support and efforts for site setup, IT requests, issues, and upgrades as required.
- Arrange resources for remote site support and ensure the team is provisioned with the equipment, knowledge, and guidance to confidently execute off-site visits.
- Manage and consult Incident, Problem, and Change Management processes, applying them to the business model and its fundamentals using ITIL practices.
We are looking for a highly skilled and experienced IT Service Desk Manager to join our team. If you have a strong background in IT service management, excellent customer service skills, and the ability to lead a team, we would love to hear from you.
We are an equal opportunities employer and welcome applications from all qualified candidates. Please submit your application, including your CV and a cover letter, to [insert contact information].
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Horsham, West Sussex, United Kingdom Schroders Full timeJob Title: IT Service Desk ManagerAbout the Role:We are seeking an experienced IT Service Desk Manager to join our team at Benchmark Capital Group. As a key member of our IT department, you will be responsible for managing the Technical Service Desk team, ensuring that our internal staff receive high-quality IT support and services.Key...
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Horsham, West Sussex, United Kingdom Schroders Full timeAbout the RoleWe are seeking an experienced IT Service Desk Manager to join our team at Schroders. As a key member of our IT department, you will be responsible for managing the Technical Service Desk team, ensuring excellent customer service and support to our internal staff.Key ResponsibilitiesManage the Technical Service Desk team, including recruitment,...
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