IT Service Desk Manager
Job Type : Permanent, Full Time
Salary : £45000 – £50000/annum + Hybrid working
We specialise in the recruitment of high quality candidates in the Service Delivery sector. We have an excellent opportunity for an IT Service Desk Manager who will be responsible for the management of the Service Desk Team that provides 1st and 2nd line technical support, as well as the management and maintenance of all end user devices and services, including end point security.
The role holder will also provide technical insight for the maintenance of end point IT services and resolution of incidents and manage business relations within the organisation to enable delivery of high-quality IT services. This is a 'hands-on’ role.
£45,000 – £50,000 + Hybrid (5 days in the office out of 10) + Great Benefits
IT Service Desk Manager’s Core Duties
* To manage the Service Desk Team that provides 1st and 2nd line technical support
* Manage, maintain and support all end user business critical systems, services and devices
* Ensure that all end user systems / devices are managed and used in compliance with regulations and contractual obligations
* Manage business relations to enable delivery of high-quality IT services
* IT Security Management as it applies to IT end users
* Ensure Service Desk performance targets against agreed SLA's are achieved
* Provide Service Desk performance statistics and reporting
* Ensure all IT incidents and service requests are recorded and assigned appropriately
* Be the escalation point for incidents and service requests
* Ensure implementation of IT best practices policies and processes throughout the business
* Carry out appraisals and performance reviews, mentoring and supporting of team members
* Provide technical leadership for end user devices and services
* Assist with major business projects as and when required
* Use management information to identify continuous improvements to IT services
* Manage suppliers and contractors
* Ensure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets are kept
* Build long term strategic relationships to facilitate and deliver desired business outcome
* Budgeting
IT Service Desk Manager’s Key Skills
* At least 1 year’s experience as an IT Service Desk Manager
* At least 5 years working on an IT Service Desk providing 1st – 3rd line support
* In depth understanding of service management framework principles and processes, and the ability to apply the technical knowledge in project and programme activities
* Technical IT expertise including ITIL certification
* Broad knowledge of systems and apps
* Contracts specific knowledge
* Strong communication skills
* Full UK Driving License is essential – occasional travel to other UK sites
* Ability to develop and maintain strong relationships with IT users, clients and suppliers
* Leadership
* High standard of oral and written English
* Excellent customer service skills
Are you enthusiastic about the IT Service Desk Manager job? Send us your CV in word format today
More Information
- Address WD1, Watford, Hertfordshire
