Service Desk Manager
1 month ago
Summary of Role
Service Desk Manager will be responsible for the service desk team and will be reporting into the Chief Digital and Information Officer. The role will be to manage the service desk team to provide management and technical expertise and to support and maintain all IT systems. The Service Desk Manager will work across 1st line interaction with customers through to 3rd line resolution of complex problems.
About the role
This is a hands-on role, where you will be involved in the end-to-end IT support across different systems including the core administration system, the salesforce platform, user devices, and telephony—from working with systems and service management to teams to identify root cause, supporting technical and functional triage and resolution of service requests.
You will have solid background in an operational IT Help Desk environment. As the manager you will be responsible of the day-to-day operations for the Service Desk team including task management of the staff and rotas, assisting with calls via the service desk tool system through to resolution in accordance with SLA's and providing an escalation point for the service desk and customer services. You will also need to Manage and organise any systems maintenance tasks that cannot be performed during normal working hours.
Key Responsibilities & Duties
- Take ownership of service desk support call actions, closure, and allocation, prioritisation and escalation of incidents for other members of the team.
- Provide the business with updates, both written and verbal regarding to resolving problems as quickly as possible using incident management
- Support fellow team members in ensuring a successful team, removing roadblocks, conflicts and enabling technical advice and training is given first-hand, when needed from others.
- Produce Service Desk reports on SLA’s met and any breached
- Carryout system access audits and to ensure service desk is compliant
- User Provisioning to ensure new user accounts and account deletions are managed correctly
- End User lifecycle replacement
- Oversee backups, capacity, security, hardware/software and operating system issues with the fileservers and network equipment, systems logs,
- Ensure anti-virus/vulnerability patches are current and up to date on user end points
- Ensure prioritisation of daily workload
- Manage the rollout of software updates for both Head Office and Field Force
- Oversee stock allocation for all Foresters employees
Knowledge, Skills and Experience
- 5 years experience within an IT Helpdesk/IT Service support role.
- ITIL Framework certified
- Project Management experience
- Strong understanding of incident management
- Excellent leadership qualities to demonstrate motivation and implement inspiration to team members, daily
- Overall understanding and knowledge of IT systems and technologies
- Experience of problem management from initiation through to closure
- Good understanding of configuration of Active Directory and Azure AD
- Strong understanding of O365
- Strong understanding of PC hardware/software set-up/configuration and TCP/IP
- Basic understanding of networks
- Full driving licence and legally able to drive in the UK
- Vendor management
Location
You will be based at our UKHQ in Bromley, options for hybrid working may be available depending on business requirements.
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