IT Service Desk Manager
1 month ago
Adecco UK LTD is seeking an experienced IT Service Desk Manager to lead our service desk team, reporting directly to the Chief Digital and Information Officer.
Job Description:This role will manage end-to-end IT support and maintenance across a range of systems, ensuring high-quality service delivery from initial customer contact to resolution of complex technical issues.
- Team Leadership: Oversee day-to-day operations of the Service Desk, including staff task management, rotas, and escalation point for technical and customer service matters.
- Technical Oversight: Engage in hands-on support, spanning systems management, troubleshooting, and triage, ensuring seamless operation of user devices, core administration systems, telephony, and the Salesforce platform.
- Service Management: Take ownership of support calls, from allocation to closure, prioritizing incidents, providing regular updates, and ensuring adherence to SLA standards.
- Incident and Problem Resolution: Coordinate the resolution of service requests and complex issues, maintaining compliance with incident management protocols.
- System Maintenance: Manage after-hours maintenance tasks, oversee backups, security protocols, capacity planning, and software/hardware updates.
- User and System Management: Facilitate user provisioning and end-user device lifecycle management, conduct system access audits, and ensure anti-virus and vulnerability patches are current.
- Reporting and Compliance: Generate Service Desk reports on SLA metrics, manage configuration standards, and ensure alignment with IT compliance requirements.
The ideal candidate will have minimum 5 years experience in an IT Helpdesk or IT Service support role, with hands-on experience in incident and problem management. ITIL Framework certification is required, along with a strong understanding of Active Directory, Azure AD, O365, and basic networking.
A full UK driving license is also required for this position. Based in Bromley, this role offers hybrid work arrangements based on business needs. The estimated salary for this position is between £55,000 and £65,000 per annum.
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