Senior IT Service Desk Manager
4 weeks ago
About the Role:
The Service Desk Team Lead will be responsible for leading a team of up to 8 service desk analysts and engineers, conducting 2nd Line Analyst duties, and ensuring the effective resolution of support tickets. The role will also involve managing escalations, maintaining high levels of customer satisfaction, and working closely with the Service Desk Manager.
About Smartdesc:
Smartdesc is an IT Service Provider and Microsoft Partner that focuses on not-for-profit organisations in the UK. We provide a range of IT services, including strategy and IT leadership, cyber security, helpdesk support, and project management.
Key Responsibilities:
- Lead a team of service desk analysts and engineers
- Conduct 2nd Line Analyst duties
- Manage escalations and ensure effective resolution of support tickets
- Maintain high levels of customer satisfaction
- Work closely with the Service Desk Manager
Requirements:
- Proficient in verbal and written English
- Able to follow defined ITIL processes
- Ability to spot opportunities and improvements that will benefit the end user experience
- Strong ability to fault find and problem solve under pressure, remotely using various toolsets
- Working knowledge of Microsoft 365
- Knowledge of ITIL and management of ITSM toolsets
- Working knowledge of Microsoft Azure
- Working knowledge of Microsoft Windows Server technologies – Server / Exchange / Active Directory
- Working knowledge of AV/EDR as well as RMM toolsets such as N-Central, DattoRMM, NinjaOne
- Working knowledge of networking infrastructure – LAN / WAN / DNS / Firewalls etc.
What We Offer:
- Deliver remote service desk support to UK-based clients
- Conduct regular performance reviews and provide constructive feedback
- Identify training needs and facilitate professional development opportunities
- Conduct disciplinary actions where required in line with Smartdesc Policies
- Co-manage with other SDTLs, resource levels including the management of Staff Rotas, holidays and other absence in accordance with company policies and procedures
- Onboarding/Training of new staff members
- Ticket quality checks
- Voice call quality checks
- Monitoring and management of Contact Centre ensuring agent availability
- Address and resolve customer complaints and issues promptly and professionally
- Generate and analyse reports on service desk performance and ticket metrics
- Provide regular updates to the Service Desk Manager on team performance and service levels
Benefits:
- Wide range of flexible and agile working arrangements
- Supportive working environment with a focus on wellbeing & work/life balance
- 25 days holiday (exclude Bank Holidays)
- Additional day of annual leave for your birthday
- Option to buy an extra 5 days' annual leave
- Health shield cash back plan
- Employee Assistance Programme EAP
- Season Ticket Loan if required
- Regular paid-for social events, at least quarterly
- Christmas Bonus
- Free gym, bicycle storage and showers at our London Office in Aldgate
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