IT Service Desk/Support Manager -ITIL-London

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IT Service Desk/Support Manager -ITIL-London

Salary 40-48k plus London weighting allowance plus company benefits package

I am recruiting for a ICT Service Support Manager to work for a recognised organisation in Central London. The role is to work alongside the Head of ICT Operations to implement and build a Service Desk in house.

The ICT Service Support Manager's primary role is to ensure that the ICT Service Desk and ICT Endpoints Support team are managed efficiently to provide excellent customer support and response to all Service Requests and Incidents.

To ensure that ICT Support Services are always delivered in a professional and timely manner. The ICT Service Desk and Endpoints Support functions are the first point of contact of users with ICT so it is essential that high standards of customer service are maintained at all times. The scope of the role includes but is not limited to the following areas:

*To Manage the ICT Service Desk

*To Manage the ICT Endpoints Support Team

*To work in close co-operation with the Service Management Team

*To provide technical expertise for all endpoint devices including PC, Mobile tablets & smartphones and Telephone handsets

*To ensure that incidents, problems, service requests and requests for change are effectively managed to ensure the IT team stays within published Service Levels

*To provide a point of escalation to Trust users for any IT service related issues

*To ensure that logs are descriptively logged and kept up to date within the call logging tool

*To perform Microsoft Active Directory domain tasks including user/computer accounts creation, modification, deletion and file and folder permissions are set appropriately

*To maintain and update processes for the reporting teams

*To provide excellent customer service to all end users

*To drive quality, innovation and efficiencies in providing ICT support

*To manage the ICT Configuration Management System

*To provide service assurance of third party suppliers and Managed Service Providers operating within the Service Desk & Endpoints Support functions.

Required education desired (not all are essential)

1-Degree or equivalent (i.e. extensive experience in a senior management role)

2-Postgraduate IT qualification or equivalent experience

3-Appropriate professional membership e.g. BCS

4-ITIL Foundation qualification

5-ITIL Intermediate qualification (Lifecycle or Capability Module(s)

6-PRINCE 2 Foundation qualification

7-Comptia A+ or equivalent

8-Microsoft MCP

9-Apple Technologies qualification / training

10 - Mobile Device Management qualification / training

11-Customer Service training

12-Service Desk Institute (SDI) qualification / training

Skills are experience required:

1-Significant demonstrable experience in a role that required customer support in a technical IT department or service support function

2- Significant demonstrable experience in a role that utilized the ITIL framework in the delivery of services

3-Implementation & administration of a Configuration Management Database (CMDB), desktop images, Mobile Device Management (MDM)

4-Experience of Project Delivery preferably in using PRINCE2 project management methodology

5-Significant demonstrable experience of working in / managing a Service Desk function

6-Significant demonstrable experience of working in / managing an Endpoints or Desktop support team

7-Experience of Mobile Device Management technologies, implementation and deployment

8-Experience of IPT telephone handsets and user configuration

9-Experience of working to Service Level Agreements (SLA)

10-Experience of line managing teams of at least 5 people

Technical exposure:

Demonstrate knowledge of the following technologies:

*Windows 7, 8.1, 10

*Apple OSX, IoS

*Windows Server 2008, 2012

*Active Directory administration

*Office 2010, Office 365

*Citrix

*SCCM

*Solarwinds

*PC hardware (Dell, MS Surface)

*Apple hardware (ipad, ipod, iphone, Macbook)

*Smartphones (Android, Apple, Microsoft)

*IT Service Management tools

*IPT phone handsets (Cisco)

This is a fantastic opportunity to join an organisation who are transforming ICT. Apply now for further detail.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.