IT Infrastructure Help Desk Manager

3 weeks ago


London, Greater London, United Kingdom McFall Recruitment Limited Full time

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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