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IT Service Desk Manager
1 month ago
Service Desk Manager Role Summary
The Service Desk Manager will oversee the service desk team, providing management and technical expertise to support and maintain all IT systems. This role involves managing the service desk team to provide 1st line interaction with customers through to 3rd line resolution of complex problems.
About the Service Desk Manager Position
This is a hands-on role, where you will be involved in the end-to-end IT support across different systems, including the core administration system, the salesforce platform, user devices, and telephony. You will work with systems and service management teams to identify root cause, support technical and functional triage, and resolve service requests.
Key Responsibilities
- Take ownership of service desk support call actions, closure, and allocation, prioritization, and escalation of incidents for other team members.
- Provide the business with updates, both written and verbal, regarding problem resolution using incident management.
- Support fellow team members in ensuring a successful team, removing roadblocks, conflicts, and enabling technical advice and training when needed.
- Produce Service Desk reports on SLA's met and any breached.
- Carry out system access audits to ensure service desk compliance.
- User Provisioning to manage new user accounts and account deletions correctly.
- End User lifecycle replacement.
- Oversee backups, capacity, security, hardware/software, and operating system issues with fileservers and network equipment, systems logs.
- Ensure anti-virus/vulnerability patches are current and up to date on user endpoints.
- Ensure prioritization of daily workload.
- Manage the rollout of software updates for both Head Office and Field Force.
- Oversee stock allocation for all Foresters employees.
Requirements
- 5 years of experience within an IT Helpdesk/IT Service support role.
- ITIL Framework certified.
- Project Management experience.
- Strong understanding of incident management.
- Excellent leadership qualities to demonstrate motivation and implement inspiration to team members daily.
- Overall understanding and knowledge of IT systems and technologies.
- Experience of problem management from initiation through to closure.
- Good understanding of configuration of Active Directory and Azure AD.
- Strong understanding of O365.
- Strong understanding of PC hardware/software setup/configuration and TCP/IP.
- Basic understanding of networks.
- Full driving license and legally able to drive in the UK.
- Vendor management.
Location
You will be based at our UKHQ in Bromley, with options for hybrid working available depending on business requirements.
