Service Desk Manager/Helpdesk Manager : AD, O365, ITIL, 400 p/d

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Service Desk Manager/Helpdesk Manager

AD, O365/MS Exchange, User Profile Admin, Team Management, ITIL, SOX.

Crawley, West Sussex.

400 p/day

Service Desk Manager / Helpdesk Manager required to manage an existing team of analysts responsible for 1st line technical support and escalation of issues to 2nd line desktop support teams as well as infrastructure support teams within a data centre environment.

Line management of the team of Analysts will form the initial responsibility with a requirement. Responsible for a user-base or approx 4000 users across Europe the team manages over 1000 requests for IT support per month and escalates tickets to appropriate teams where issues cannot be resolved on the service desk itself.

You will oversee the team and its activities as a primary responsibility with the additional core focus of improving escalation processes, as well as user profile, access management procedures across the company.

This will take the form of project management activities, liaising with and engaging infrastructure managers and application owners/business unit leaders to assess ticket resolution performance. Typically, issues managed by the team will relate to Windows Server AD/GP profiles, MS Exchange/O365 Email issues, application issues, VDI access issues and network access problems.

We are searching for a candidate who has gained previous experience in the management of a service desk or IT helpdesk environment and has gained previous experience of profile management with Active Directory / Group Policy desirable along with solid technical background with MS Exchange and Office 365.

Experience of the Remedy ticketing system would be extremely beneficial.

Ideally you will have been working for a multi-national company although your team may have been small to medium in size of personnel.

You will have been managing a team of service desk analysts undertaking recruitment, training, appraisals etc; taking ownership of priority incidents; liaising with managers of technical teams for audit and compliance purposes and have a solid understanding of ITIL, Sarbanes Oxley (SOX) or other regulatory/compliance and also governance issues. Excellent communication skills are prerequisite.

It is critical that candidates posses some direct management experience or exposure, NOT solely gained in a team leadership position alone.

You may be a team leader but you will need to be able to demonstrate ways in which you have improved processes within a department and how you have been involved in recruitment, appraisals and objective setting of the staff within your team.

Location is easily commutable from Brighton, East Sussex or Croydon, Surrey. Also from South West London (45 minutes from Victoria or Clapham Junction).

Service Desk Manager/Helpdesk Manager : AD, O365/MS Exchange, User Profile Admin, Team Management, ITIL, SOX. Crawley, West Sussex. 400 p/day

Service Desk Manager/Helpdesk Manager : AD, O365, ITIL, 400 p/d