Technical Service Desk Manager

5 days ago


St Ives, Cornwall, United Kingdom Concept Resourcing Full time

Job Title: Technical Service Desk Manager

We are seeking a highly skilled Technical Service Desk Manager to join our team at Concept Resourcing. As a senior member of our IT support team, you will be responsible for providing advanced technical support for complex IT service desk issues, with a focus on Microsoft Azure environments.

About the Role:

  • This role is ideal for a technical expert who wants to manage a team and make strategic decisions.

Responsibilities:

  • Serve as the first point of contact for escalated technical issues and provide advanced support to resolve incidents related to Microsoft Azure, Windows Server, O365, networking, and other core IT systems.
  • Lead the identification, logging, and resolution of IT incidents and problems, ensuring prompt escalation and follow-up where necessary.
  • Manage a team of junior service desk analysts and ensure they develop technical skills and improve the overall service delivery.
  • Act as a senior member of the service desk, managing service requests, ensuring adherence to SLAs, and supporting the day-to-day running of the service desk team.
  • Ensure accurate and up-to-date documentation of configurations, solutions, and best practices for use by the service desk team and wider IT department.
  • Work closely with other IT teams to resolve escalated issues and implement long-term fixes.
  • Proactively monitor the health of IT systems, identifying potential issues before they impact users, and generating performance reports as needed.
  • Recommend and implement process improvements to enhance the efficiency and effectiveness of the service desk function.
  • Communicate effectively with both technical and non-technical stakeholders, ensuring clear updates on service desk issues and performance.

Requirements:

  • Must have Microsoft AZ-101 or AZ-104 certification.
  • Minimum of 5 years' experience in an IT service desk or similar technical support role.
  • Strong knowledge of Microsoft Azure, including Azure identity and governance and managing Azure resources, virtual networks, and security.
  • Proficiency with Office 365, Windows Server, and Active Directory.
  • Solid understanding of networking principles (TCP/IP, DNS, VPNs, etc.).
  • ITIL v3 or v4 certification is desirable.
  • Passionate about delivering excellent customer service with a proactive, solution-oriented mindset.

Benefits:

  • Competitive salary: £35,000 per year.
  • Flexible working arrangements.
  • Career growth and certification support.


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