IT Service Support Manager

1 week ago

Kingston upon Thames, Greater London, United Kingdom Red King Resourcing Full time
Job Description:

Red King Resourcing is seeking a highly skilled and experienced IT Service Support Manager to lead their IT Helpdesk and Desktop Support team. The ideal candidate will have a strong background in endpoint and applications support, with expertise in Windows, MacOS, iOS, Android, and virtual desktop infrastructure.

Key Responsibilities:
  • Manage and oversee the daily operations of the IT Helpdesk / Desktop Support Team, ensuring high-quality support for endpoint devices and applications.
  • Provide leadership and guidance to the IT Helpdesk / Desktop Support team, fostering a culture of excellence and continuous improvement.
  • Ensure timely and effective resolution of support requests for Windows, MacOS, iOS, Android, and virtual desktop infrastructure.
  • Oversee the management of end-user computing platforms and Microsoft Office 365.
  • Implement and maintain ITIL V3 foundation best practices for incident, problem, and change management.
  • Develop and monitor key performance indicators (KPIs) to ensure optimal service delivery and customer satisfaction.
  • Handle major incident and problem management, coordinating with relevant stakeholders to resolve issues promptly.
  • Collaborate with other IT teams and departments to ensure seamless support and integration of IT services.
  • Stay current with emerging technologies and industry trends to enhance support services and recommend improvements.
  • Prepare and maintain documentation, including support procedures, knowledge base articles, and reports.
Requirements:
  • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
  • Proven experience in managing an IT Helpdesk, Service Desk or Desktop Support team.
  • Strong technical expertise in endpoint and applications support for Windows, MacOS, iOS, and Android.
  • Experience with virtual desktop infrastructure support and end-user computing management platforms.
  • Proficiency in Microsoft Office 365 administration.
  • Excellent leadership, communication, and interpersonal skills.
  • Strong problem-solving abilities and a customer-focused attitude.
  • Ability to manage multiple tasks and priorities in a fast-paced environment.
  • ITIL V3 foundation certification and experience in major incident and problem management are desirable.

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