IT Service Desk Manager
3 weeks ago
About Ipsum
Ipsum is a leading customer service focused provider of specialist utility and infrastructure solutions, operating on both public and private networks.
Job Summary
We are seeking an IT Service Desk Manager to join our team. As the IT Service Desk Manager, you will play a pivotal role in orchestrating and elevating our IT support operations.
Key Responsibilities
- Implement and maintain service management processes in line with ITIL v4 best practices, ensuring efficient and effective service delivery.
- Directly lead, mentor, and guide the service desk team, ensuring rapid and effective resolution of IT-related issues.
- Deliver hands-on technical support related to Microsoft O365, Exchange, SharePoint, OneDrive, Azure, and Intune.
- Spearhead the setup, distribution, maintenance, and troubleshooting of company assets, including laptops, workstations, and mobile devices.
- Develop and review KPIs in alignment with ITIL v4 practices. Seek continuous improvement by analysing performance metrics and feedback.
- Function as leader within the IT division, ensuring open, transparent, and timely communication between IT, employees, and senior/executive leadership.
- Collaborate with the Group IT Director to formulate strategic plans, service designs, and service transition processes that align with organisational goals.
- Lead the team in managing incidents efficiently and focus on identifying and resolving root causes of recurring incidents.
- Oversee changes in the IT environment, ensuring they are assessed, approved, implemented, and reviewed in accordance with ITIL standards.
- Champion a culture of continuous learning, ensuring the team consistently hones their skills and stays abreast of IT advancements.
- Utilise networking expertise for tasks like diagnosing connectivity issues and configuring permissions.
- Manage the Fresh Service ticketing system, ensuring streamlined ticket handling, timely resolution, and precise reporting.
About You
We are looking for someone with a Bachelor's degree in Computer Science, Information Systems, or other relevant field or equivalent. You should have demonstrable experience in a similar role, managing an IT service desk or another IT related team. Comprehensive understanding and experience with ITIL v4 best practices is essential. Proficiency in Microsoft O365, Exchange, SharePoint, OneDrive, Azure, and Intune is also required.
What We Offer
We are committed to supporting and developing our people to achieve their full potential. As a fast-growing ambitious business, we can offer our people opportunities to acquire a wide range of skills and gain broad and varied experience to enable them to progress in their career. Investing in our people and enhancing our expertise and flexibility enables us to deliver the highest standard of service to our customers.
Our Benefits
- Career development including professional qualifications and accreditation
- Health & Wellbeing Benefits: Employee Assistance Programme including mental health support and access to counselling Access to 24/7 virtual GP Occupational Health support
- Tax efficient benefits via salary exchange (salary sacrifice): Cycle to Work Group Personal Pension Scheme
- Employee Discount Scheme – discounts on hundreds of retailers including supermarkets, mobile phone/broadband providers, gym memberships and more
- Established local social committees with calendar of regular social events
- Life assurance cover
- Flexible working
- Long service awards
- Opportunities to volunteer and make a difference via local community projects and initiatives
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