Service Desk Team Leader Management Support ITIL Customer Focused
4 weeks ago
As part of our continued expansion, Xerox IT Services requires a Service Desk Manager to lead our client-focused team based out of our Bristol office. The Service Desk Manager is responsible for the End User Support IT service desk function for our clients, including engineer resource development, incident management, service requests, and change requests. This role ensures these measures are followed by the team and works alongside the Service Delivery Manager to manage the day-to-day running of the Service desk.
The primary function of this role is to work alongside the Service Delivery Manager to manage the day-to-day running of the Service desk, ensuring customer requests are responded to in a polite and efficient manner and faults are resolved promptly or escalated as required. The IT Helpdesk Desk Manager acts as a point of escalation for incidents and changes, so must have a broad range of technical knowledge with regards to IT infrastructure.
Key responsibilities include team and process management for 1st, 2nd, and 3rd line analysts, acting as a technical Quality Assurance gate for design and project operational onboarding, and proactively identifying areas for improvement in conjunction with the Enterprise Service Delivery Manager. The IT Helpdesk Desk Manager must also develop and document standards for automation, standardization, and optimization in all service as part of best practice to optimize workflows and cost efficiency.
Requirements include a high level understanding of IT and networks, knowledge of desktop, server, and printer hardware and their components, and knowledge of network devices and their roles. Proficiency in the use and support of Microsoft Office, Microsoft Windows client, Microsoft Windows Server, Microsoft Exchange, Office 365, Microsoft Azure, Server Clusters, and SAN topology is also required. At least seven years' experience working in a customer-facing IT support environment is necessary, as well as a full clean driving license.
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