IT Service Desk Manager

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:

• Oversee service desk support, incident management, problem resolution, and service level management to meet agreed-upon service levels and KPIs.

• Carry out change management processes to the required standards.

• Provide technical support within a skilled helpdesk function.

• Review operational processes and update information as required.

• Support internal users effectively.

• Maintain system performance across the business.

• Ensure high standards are met and excellent customer service is delivered, working towards meeting the firm’s SLAs.

Team Leadership:

• Build a strong knowledge base and share this knowledge with colleagues where applicable.

• Participate in meetings to provide guidance and oversight on the team’s weekly progress.

• Manage team tasks, including rotas, assigning resources, and arranging projects.

• Assist in the development of employees through various training and development programmes.

• Offer guidance, solutions, and share knowledge with colleagues.

Point of escalation:

• Act as an escalation point between all service desks.

• Effectively and tactfully handle urgent/sensitive tickets, typically from HR.

• Assist with certain tickets that require specific permissions, such as Azure, AWS and Proofpoint

• Analyse and resolve IT incidents that vary in complexity.

• Analyse statistics and documentation to produce reports accordingly.

Support and Coordination:

• Assist with other technical tasks as required by the Head of Support.

• Directly support and assist the Head of Support and act as a delegate for tasks in their absence.

• Provide timely and appropriate updates to the Head of Support.

• Work closely with department team leads and the Head of Support.

• Update the firm’s documentation and IT Playbook.

• Strong understanding of IT service management and best practices

• Demonstrated experience in managing internal staff

• Strong problem-solving abilities, with a focus on driving continuous improvement and delivering measurable results.

• Excellent communication, negotiation, and stakeholder management skills, with the ability to interact effectively with internal staff.

• Take full ownership of issues

• The ability to multitask issues and prioritise

• The desire to learn and develop new skills

• An exceptional time manager. The ability to prioritise and manage your time tightly is essential to success in this role.

• A good knowledge of Microsoft Windows Server 2012 and above

• A good understanding of networking protocols, specifically TCP/IP, DNS, DHCP

• A thorough knowledge Microsoft Exchange and Microsoft 365

• A thorough knowledge of Active Directory

• A thorough knowledge of file system permissions and hierarchies

• A thorough of troubleshooting Microsoft Windows operating systems

• Understanding of Microsoft Endpoint Manager, Windows Defender, Microsoft Intune

• Experience with PowerShell

• Experience with Citrix

• 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.