We are seeking a highly skilled Service Desk Manager who will take responsibility for ensuring that procedures are updated and communicated in a timely manner to team members. They will also ensure that the planning of resources are maintained, time sensitive issues are prioritised and support queries are processed in a first in, first out manner and in accordance with our SLA’s, they will also be in charge of managing, leading and inspiring the internal IT BAU Team.
Service Delivery:
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Oversee service desk support, incident management, problem resolution, and service level management to meet agreed-upon service levels and KPIs.
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Carry out change management processes to the required standards.
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Provide technical support within a skilled helpdesk function.
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Review operational processes and update information as required.
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Support internal users effectively.
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Maintain system performance across the business.
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Ensure high standards are met and excellent customer service is delivered, working towards meeting the firm’s SLAs.
Team Leadership:
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Build a strong knowledge base and share this knowledge with colleagues where applicable.
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Participate in meetings to provide guidance and oversight on the team’s weekly progress.
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Manage team tasks, including rotas, assigning resources, and arranging projects.
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Assist in the development of employees through various training and development programmes.
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Offer guidance, solutions, and share knowledge with colleagues.
Point of escalation:
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Act as an escalation point between all service desks.
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Effectively and tactfully handle urgent/sensitive tickets, typically from HR.
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Assist with certain tickets that require specific permissions, such as Azure, AWS and Proofpoint
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Analyse and resolve IT incidents that vary in complexity.
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Analyse statistics and documentation to produce reports accordingly.
Support and Coordination:
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Assist with other technical tasks as required by the Head of Support.
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Directly support and assist the Head of Support and act as a delegate for tasks in their absence.
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Provide timely and appropriate updates to the Head of Support.
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Work closely with department team leads and the Head of Support.
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Update the firm’s documentation and IT Playbook.
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Strong understanding of IT service management and best practices
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Demonstrated experience in managing internal staff
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Strong problem-solving abilities, with a focus on driving continuous improvement and delivering measurable results.
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Excellent communication, negotiation, and stakeholder management skills, with the ability to interact effectively with internal staff.
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Take full ownership of issues
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The ability to multitask issues and prioritise
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The desire to learn and develop new skills
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An exceptional time manager. The ability to prioritise and manage your time tightly is essential to success in this role.
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A good knowledge of Microsoft Windows Server 2012 and above
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A good understanding of networking protocols, specifically TCP/IP, DNS, DHCP
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A thorough knowledge Microsoft Exchange and Microsoft 365
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A thorough knowledge of Active Directory
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A thorough knowledge of file system permissions and hierarchies
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A thorough of troubleshooting Microsoft Windows operating systems
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Understanding of Microsoft Endpoint Manager, Windows Defender, Microsoft Intune
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Experience with PowerShell
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Experience with Citrix
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Experience with Palo Alto firewalls
Competitive Salary + Benefits
Are you looking to develop your career within a nurturing environment where you can flourish? Do you want to join an award-winning firm that strives for excellence and success for our clients, our people and our business?, We offer a nurturing and collaborative working culture that is caring and protecting of our people, within an environment where they can learn and flourish. In addition to a competitive remuneration package, we offer a range of flexible benefits and flexible hours of work. We have clearly defined career pathways which empower you to manage your own development. We have a number of colleague-led collaborative working groups which help shape our strategy.
Contact Detail:
Blick Rothenberg Recruiting Team