Technical Service Desk Manager

4 days ago


London, Greater London, United Kingdom CV Library Full time

About CV Library:

We are seeking an experienced Technical Service Desk Manager to join our new 24x7 operations team at CV Library. As a key member of our team, you will provide 2nd and 3rd line IT support with patching and infrastructure experience, ensuring the optimal performance and reliability of our IT infrastructure.

Job Responsibilities:
  • Manage complex incidents and resolve them in a timely manner, maintaining high service levels and managing P1 communications and technical incident calls if required.
  • Develop and implement effective patch management strategies to ensure security and functionality, including scheduled maintenance and ad-hoc tasks.
  • Monitor and troubleshoot IT issues proactively to minimize downtime and maximize system availability.
  • Develop and maintain accurate and up-to-date documentation of IT processes, procedures, and knowledge base articles.
  • Effectively communicate with stakeholders, including technical and non-technical personnel, to ensure seamless issue resolution and maintain transparency.
  • Continuously assess and improve IT processes, procedures, and technologies to optimize efficiency and effectiveness.

The successful candidate will have extensive recent commercial IT support experience, covering 2nd line and 3rd line duties, with expertise in the following technologies:

  • Windows 10/11
  • Office 365 suite
  • Windows Server 2016 to 2022
  • Active Directory Administration
  • VMware Horizon, ESXi & vSphere
  • Enterprise Cloud Platforms – Azure/AWS
  • Mobile Device Management Solutions
  • Software/Hardware Infrastructure Patching
  • End User Hardware - Laptops/Thin Clients
  • Enterprise Backup Solutions
  • Anti-Virus Solutions
  • Networking Fundamentals
  • SharePoint Administration
  • ITIL qualified

This role requires someone who can work autonomously under their own initiative, is proactive, and likes working to ITIL best practice. The salary for this position is £49,000 per annum, depending on experience.



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