IT Service Desk Manager - ITIL

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IT Service Desk Manager

St Ives, PE27

Competitive Salary DOE + Benefits & Perks

We are a rapidly growing technology company that supports corporate and public-sector clients with world-class IT services, solutions and products.

Our thinking is award-winning and we’re constantly embracing exciting changes within our industry to ensure we’re able to deliver exceptional solutions to our customers. We pride ourselves on having a different view and a better answer.

The IT Service Desk Manager Role:

The Service Desk team provide application and desktop support to our customer end users across a range of platforms and systems. In addition, they provide project support in system development, provisioning, patching and managing the business information assets in line with our information security policies.

We are now recruiting for a Service Desk Manager to act as the primary point of contact for the day-to-day management of the Service Desk in relation to incidents, requests and changes. You will be responsible for resolving priority queries of incidents and requests and clarification of any Service Desk process. In addition, you will contribute to the development and planning of the Service Desk function and be responsible for ensuring any agreed procedures are implemented and adhered to.

IT Service Desk Manager Required Skills & Experience:

+ Experience in Service Desk team management and service delivery in an ITL environment, with a thorough understanding of the incident, problem and change management processes Ideally in an MSP environment

+ Ability to manage demanding customer requests in a fast-paced environment

+ Strong leadership skills to develop and motivate a technical team

+ Experience of working on 1st and 2nd Line IT Support Helpdesk

+ Excellent communication skills, both oral and written

+ The ability to work calmly and methodically under pressure

+ Excellent organisational, prioritisation and time management skills

+ Accuracy and a close attention to detail

+ Team player - understands the importance of collaborative working

+ Ability to self-motivate and manage own workload as well as that of the team

+ Experience of coaching and mentoring team members

+ Proactive in approach with a flexible attitude

+ MI report generation and statistical analysis experience

+ Experience in implementing new processes and process improvements

+ The ability to maintain and build internal and external relationships

+ Delivery of support for an Office 365 environment

Detailed working knowledge and experience in the following:

++ Helpdesk systems

++ Server & Desktop Management

++ Hardware - including User Devices, Printers and Factory System

++ Microsoft Operating Systems (Desktop and Server) including Active Directory

++ Controlling and management of IT Assets (including software & hardware)

++ Microsoft application products including office 365

++ Experience in Autotask Service Desk products is desirable.

Qualifications:

+ ITIL Foundation certificate - Minimum

+ Intermediate level ITIL qualified - Preferred.

Benefits & Perks:

Includes: 25 days annual leave, life assurance, healthcare cash plan, employee assistance programme, on-line discounts & savings platform, free fruit, free parking, spot bonus scheme, recruitment bounty scheme, dress down Friday, fundraising, sports & social club, health and wellbeing programme.

Hours: 8.30am to 5.00pm / Monday to Friday. (37.5hrs per week).

Salary: Competitive and depending on experience.

Start date: ASAP

Additional Information:

+ Must have the right to live and work in the UK

+ Must have full UK driving licence and access to own transport to get between sites

+ Any offer would be conditional upon the successful candidate passing a full DBS national security vetting process - compliance to ISO27001, ISO20000 and ISO9001 is essential to our business. Quality, IT Service Management and Information security awareness, education and training are given regularly.

We look forward to hearing from you!

Interested? Apply here for a fast-track path to the hiring manager

Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. This processing is conducted lawfully on the basis of our legitimate interests. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.