IT Infrastructure Help Desk Manager
3 weeks ago
IT Infrastructure Help Desk Manager
McFall Recruitment Limited is seeking an experienced IT Infrastructure Help Desk Manager to join our team. As a key member of our IT department, you will be responsible for managing and optimizing the delivery of IT infrastructure services, driving improvements, and ensuring high-quality support across our operations.
Key Responsibilities:
- Oversee IT Infrastructure Help Desk Delivery: Take ownership of our infrastructure operations, ensuring consistent and reliable service for our end users, and proactively identifying areas for improvement.
- Utilize technical expertise in Microsoft end-user technologies, audio-visual solutions, Active Directory, Group Policy, DNS, DHCP, TCP/IP, and more to solve complex infrastructure issues.
- ServiceNow & Microsoft Products Expertise: Use your knowledge of ServiceNow and Microsoft technologies to enhance ticketing processes, manage workflows, and optimize incident management for swift, effective responses.
- ITIL Process Improvement: Leverage ITIL best practices to streamline processes, enhance service quality, and drive continuous operational improvements.
- People Management & Development: Coach and mentor a talented team of IT professionals, fostering a growth-oriented environment that encourages learning, skill development, and career progression.
- Lead and Develop a Hybrid Team: Manage a team in a hybrid working environment, focusing on team development through tailored coaching, mentoring, and personal development plans.
- Collaborate Regionally and Globally: Work with technical teams across regions to enhance the end-user experience and share best practices.
- Administer IT Service Management (ITSM) processes to simplify and automate workflows, contributing to efficiency and process optimization.
- Project Management: Lead small infrastructure projects and implement changes, ensuring timelines and objectives are met.
- Apply knowledge of IT security fundamentals, audit controls, and work closely with internal risk and audit teams to uphold standards.
Requirements:
- Strong technical background in Microsoft products, with in-depth knowledge of ServiceNow ticketing systems and ITIL processes.
- Proven people management experience, with the ability to coach and guide team members toward their goals while creating a collaborative and high-performance team culture.
- Skilled at identifying and implementing service delivery improvements to enhance the efficiency and quality of our operations.
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