Information Technology Help Desk Manager

Purpose of the role A hands-on role to lead and deliver service level agreements with the wider business and drive change for the Help Desk. Suggest and drive improvements in processes and technology. We are looking to roll out AI driven support and self help as part of move to a next generation helpdesk project. Successfully triage tickets and deliver self-help solutions and recommendations. Own and manage the laptops and hardware policies Own and manage mobile phone policy Maintain asset registers. Co-ordinate escalation and resolution of incidents with technology partners and across the wider technology team. Manage team of Technology Help Desk analysts. Develop effective working relationships with colleagues within and beyond Technology to ensure that a consistent, high-quality service is delivered. Co-ordinate Technology requirements with GAIL’s New Bakery Openings and refurbishments including but not limited to: connectivity, hardware, liaising with relevant third parties (e.g. Verifone, merchant acquirer) working with other internal teams (e.g. Ops, Central Support). Areas of responsibility Reporting to the Chief Technology Officer. Lead, work flexibly and be part of the on-call rota. Demonstrate exceptional customer service skills with a positive problem-solving attitude, delivering high quality technical support to the business Deal directly with end users and working to resolve calls within agreed Service Level Agreements (SLA) Provide appropriate levels of coaching and mentoring to ensure the team have the relevant knowledge and skills to deliver a great service Provide Hardware and Software support both locally and remotely for the Group Assist with any pertinent ongoing projects across the Group Take on additional tasks or responsibilities as business needs dictate and/or as part of own professional development Manage your ticket queue effectively and efficiently by owning incidents and requests, ensuring regular, accurate and courteous updates are given to the user(s) Liaise with and escalate issues to 2nd and 3rd line technicians including 3rd parties where appropriate Support users on iOS technologies and cloud applications Possible travel to other units in Hendon and GAIL’s bakeries to resolve issues requiring intervention Supervision of team members, ensuring work is allocated and completed effectively and to the required standards Deputise when necessary And you the missing ingredient… Sound knowledge and experience of supporting a wide range of IT applications, platforms, and technologies (M365, Azure, Active Directory, hardware) Strong organisation skills, personally and professionally with 3+ years experience in a similar role. “Can do” outlook and approach to work. Technology qualifications / certifications a bonus. Excellent written and verbal communication skills Experience of working accurately and confidently with service desk tools and technology such as remote access and knowledge resources Ability to investigate and troubleshoot issues, be curious, always keep users up to date, and drive solutions to a conclusion. Demonstrate the ability to think around issues and look at the bigger picture to provide solutions through a variety of problem-solving techniques. Ability to prioritise issues according to business needs, and to escalate when necessary/appropriate, and problem solve Demonstrably provide excellent customer service to business functions Examples of previous IT projects undertaken or personal study on-going would also be a good support to the application An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk An ability to think critically about systems and to adjust consistently as needed Ensuring that all processes used by the IT Service Desk are thoroughly documented, consistently audited, and regularly improved Willingness and ability to learn about standard and bespoke applications Please note this role is based in Hendon