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Service Desk Manager
2 months ago
We are seeking a highly skilled Service Desk Manager to join our team at ExamWorks UK. As a key member of our IT department, you will be responsible for leading our 1st line Service Desk team, providing exceptional customer service to our 850 users, and ensuring the smooth operation of our IT applications and end-user devices.
Key Responsibilities:- Manage and develop a high-performing Service Desk team, ensuring excellent customer service and adherence to ITIL best practices.
- Collaborate with the Head of IT Service Delivery and Business Support Manager to define and meet service levels and customer expectations.
- Drive team performance, coaching, and development, ensuring standards and processes are followed to meet defined benchmarks.
- Oversee the management of Azure, VDI, Horizon Service Now, VM Ware, and Microsoft stack technologies.
- Develop and implement effective incident and problem management processes.
- Define and manage SLAs, asset and configuration management, and employee referral programs.
- Proven experience in managing a 1st line IT Service Desk team, with a strong background in customer service.
- Experience in managing, coaching, and developing a small functional team.
- Strong knowledge of Microsoft desktop and server technologies, as well as ITIL practices (ITIL v3 or v4 Service Management).
- Asset and configuration management, SLA definition and management, and knowledge of incident and problem management.
- Competitive salary and continuous training and development opportunities.
- Pension scheme with flexible contributions.
- Employee referral program with a £500 reward for each successful referral.
- Free parking and a relaxed working environment with a 'dress to perform at your best' policy.
- Employee Assistance program, including legal advice, counseling, and more.
- Discounts on retail, entertainment, eating out, and purchases.
- Wellbeing activities covering mental, financial, and physical health, inclusivity, environmental, personal growth, fun, and recognition.
- Reward and Recognition program with e-vouchers linked to our values.
- Holidays that rise with length of service.
- Cycle to work scheme.
