IT Service Desk Manager


Premium Job From BluetownOnline Ltd

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BluetownOnline Ltd

Listed on

9th May 2022

Location

London

Salary/Rate

£65000 - £65000

Type

Permanent

Start Date

ASAP

This job has now expired please search on the home page to find live IT Jobs.

Job Title: IT Service Desk ManagerLocation: LondonSalary: CompetitiveJob Type: Full Time/PermanentAbout EkcoFounded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe! We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our customers' existing technology investments.Role:We are currently searching for a talented and experienced IT Service Desk Manager to join our dynamic and growing technical team based in London. For the right candidate, this opportunity offers an exceptional opportunity to build a brand-new team and grow further. It is expected that we will need to sub-divide the team over time as we grow as there could be 15-20 members of the Service Desk before the end of 2022!Responsibilities and Duties:Leading a team of 10-12, first- and second-line service desk engineersOversee day-to-day fulfilment of all Service Requests, Incidents, Monitoring and completion of daily task within SLA.Collaboration with business units and stakeholders across the commercial and technical teams to support proposals and client solutionsAct as an escalation point for client issues and team problem resolution as neededEfficiently schedule requests, tickets and project workLeading and developing your team of Service Desk Engineers and ensuring customer service is at the forefront of all activity.Motivating team members and setting clear team and individual goals.Identifying and improving processesIdentify and develop working practises for service desk members to follow and adhere toManagement of team shifts and rota to ensure continuity if serviceProactively look for ways to reduce ticket volumeHold regular management review meetings with the teamDeliver KPI statistics and reports to customers and senior management teamHelp to build and maintain a Customer Satisfaction facility, within the helpdesk function, and report on this regularly to senior managementBeing part of the Incident Management rotaBeing intrinsic to the management of, and an escalation point for, the 24/7 'on-call' rotaAnalysing team workload against resource availabilityRole Requirements:3+ years' experience working for a Managed Services Provider, delivering cloud solutionsProven track record of managing and growing a remote team with 2-3 years' experience in a leadership roleProven track record in building helpdesk management systems, KPI reporting and customer reports against service desk SLAsITIL certified or well versed in the practice of v3. /v4Experience in incident management and change management and approval processesExperience in working to ensure customer solutions and services comply with the relevant product standards and internal documentation (in accordance with ISO certification)Manage 24/7 technical support operations including management of an on-call rotaHigh level of written and spoken English as well as high standard of documentationWhy Ekco:Ranked as Ireland's 4th fastest growing technology company in the Deloitte Fast50 AwardsVMware & Veeam top partner statusEkco are committed to cultivating an environment that promotes diversity, equity, inclusion and belongingWe recognise the value of internal mobility and encourage opportunities for internal development & progressionFlexible working with a family friendly focus is at the core of our company valuesPerks:Learning & development - Unlimited access to Udemy learning platformTime off - 25 days leave + public holidaysx1 day Birthday leave per yearPrivate Medical Healthcare with Bupa (post probation)A lot of responsibilities & opportunities to grow (also internationally)Company Pension Scheme (employer contribution 5%) + flexible salary sacrificePlease click on the APPLY button to be redirected to the company's page to complete your application.Candidates with the relevant experience or job titles of: IT Services Manager, Senior Service Desk Engineer, Senior IT Technician, Senior IT Desk Support, IT Manager, ITIL Service Desk Manager, Senior Support Technician, Technical Support Manager, IT Support Engineer, Software Engineer, IT Systems Engineer, Cloud Support Engineer may also be considered for this role.

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