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IT Service Desk Manager
2 months ago
About Ipsum
We are a leading customer service focused provider of specialist utility and infrastructure solutions, operating on both public and private networks.
Our Vision
To be the 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. The successful candidate will be responsible for leading the service desk team, ensuring efficient and effective service delivery, and driving the strategic evolution of our IT support function.
Key Responsibilities
- Implement and maintain service management processes in line with ITIL v4 best practices.
- Directly lead, mentor, and guide the service desk team.
- 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.
- Develop and review KPIs in alignment with ITIL v4 practices.
- Function as leader within the IT division, ensuring open, transparent, and timely communication.
- Collaborate with the Group IT Director to formulate strategic plans and service designs.
- Lead the team in managing incidents efficiently and focus on identifying and resolving root causes.
- 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.
About You
We are looking for a highly organized and efficient individual with a proactive approach and hard-working attitude. The ideal candidate will have a comprehensive understanding and experience with ITIL v4 best practices, proficiency in Microsoft O365, Exchange, SharePoint, OneDrive, Azure, and Intune, and experience with Fresh Service or equivalent ticketing system.
What We Offer
- 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 a 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.
