IT Service Desk Manager

6 months ago

Dorking, United Kingdom Kuoni Full time

What you’ll be doing



Day to day supervision & leadership of the team (6 direct reports)Monitoring of holiday leave, sickness, lateness across the team to ensure the appropriate level of cover is maintainedEnsure that the team are appropriately trained and made aware of new solutions prior to implementationDevelopment of direct reports, providing training, mentoring, coaching and regular performance reviewsFull people management responsibility for a number of staff, to include development and succession planning as requiredMonitor, identify and organise tickets according to priorityEnsure tickets are updated by the service desk engineers in a timely mannerMonitor and review the service desk work levels, looking for ageing cases, quality and activity levels, flagging appropriately when there is risk to service levelsTo handle customer escalations though to resolution or further escalation to managementSupport service desk engineers with daily activities and advise on best practice and further actions to take on tickets when requiredEnsure all current processes and procedures are followed within the service desk teamIncident analysis to help identify potential trending ‘Problems’Support management of any P1 incidents and outagesEnsure all escalations are handled quickly and effectively, managing customer expectations as requiredIs positive in undertaking any reasonable duties relevant to the position to ensure the success of the departmentTo be involved in project management of new business applications/systems, store related projects, ensuring appropriate support frameworks are in place before “Go Live” To continually improve the perception of IT as a facilitator of continued process and service improvementParticipate in and, at times, lead the Change Management process for service desk in the weekly CAB. You will ensure smooth and efficient running of all requests for change that are raised, authorised, actioned and closed in accordance with existing policies



You will have


Essential

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Minimum of 3-year experience in a previous IT Service Desk role and experience of team leadershipExcellent understanding of Service Management and ITILExcellent troubleshooting skills in the areas of client infrastructure and application supportRelevant IT Service Desk experience or IT Desktop Support ExperienceSound knowledge of User & Security Groups and Active Directory Administration Proven ability supporting customers across a broad technical environment covering hardware, and software primarily associated with end user computingAn overall basic understanding of the following technologies Microsoft Windows 10/11Microsoft ExchangeMicrosoft OfficeActive Directory AdministrationRDS environmentsImage Deployment (SCCM)Excellent verbal and written communication skills, driving local end-user communication​Excellent Customer Service Skills

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Desirable

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ITIL Foundation v3 or ITIL Intermediate CertificationsPower Automate experienceDelivering training to people within a technical environmentExperience in resolving complex issuesHighly organizedAbility to multi-taskingAssertive, confident, positive and professional mannerAbility to deal with potentially stressful situationsExcellent problem solving and troubleshooting skills


Personal qualities

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A self-motivated achiever who gains satisfaction from providing excellent customer serviceStrong Customer focus and ‘Can Do’ attitudeExcellent verbal and written communication skillsExcellent people management skillsA proactive & positive work approach​Ability to work under pressure, take ownership of issues, multitask and prioritise

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In return you’ll the receive the following:

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​Opportunity to work for the ‘Best Place to work in Travel’, with like-minded colleaguesCompetitive salaryPerkbox - discounts and rewards programmeCompany matched pension scheme - up to 5% (for this level)25 days holiday, plus bank holidays (increases with length of service)Enjoy your birthday offFree annual travel insurance, which includes your family and / or partnerLong service bonusesFree eye testsFlexible hybrid working trialCycle to work schemeDiscounted Holidays and prize draws Share this job Location

Dorking - One Dorking Office Park

Department

IT

Job Title

IT Service Desk Manager

City

Dorking

Country

United Kingdom

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