IT Service Desk Manager
3 weeks ago
We are seeking an experienced IT Service Desk Manager to join our team. As a key member of our IT department, you will be responsible for managing the Technical Service Desk team, ensuring that all employees are provisioned with the necessary hardware, software, and technical support to perform their roles.
Key Responsibilities- Fully manage the Technical Service Desk IT support team, including recruitment, time management, HR reviews, and team/personal objective setting and development.
- Manage 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 by managing rotas, absence, and recruitment.
- Receive and respond to escalated requests and incidents from the service desk, prioritizing and triaging as necessary.
- Perform regular reporting and liaise with the Infrastructure Services Manager and Group Head of Enterprise Technology on the status of the Service Desk.
- Manage the inventory and procurement of all IT assets, consumables, and software licenses.
- Ensure daily routine maintenance checks are completed on key systems.
- 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.
- Oversee installation, configuration, maintenance, and troubleshooting of end-user hardware, software, and peripheral devices.
- Account Management – ownership of the joiners/leavers process from an access control and hardware perspective.
- Liaise with and provide training to staff on computer operation, new user onboarding, and Infrastructure policies.
- 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.
- Monitor and test hardware performance and provide statistics and reports.
- Ensure the company complies with regulatory standards and best practices.
- Demonstrable technical knowledge of current network protocols, modern client operating systems, and best practice IT standards.
- Good knowledge of ITIL concepts and ITSM best practices.
- An understanding of networking principles, including TCP/IP and Active Directory.
- Strong customer service and relationship management focus.
- Ability to troubleshoot problems in a timely and accurate fashion.
- Excellent interpersonal, time management, and communication skills.
We are an equal opportunities employer and welcome applications from all qualified candidates.
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