Details:
- Salary: £50,000 - 60,000 - Annum
- Location: London
- Date: 1 month ago
Description:
Service Desk Manager - IT - Permanent - London/ Hybrid
If you're an experienced IT professional looking for a new challenge, look no further. We have an exciting opportunity to become part of our client's family - a rapidly growing IT company with a difference!
You'll bring expertise and skills to their talented team of IT support specialists and help shape the future of IT for their diverse portfolio of clients.
The Company
Our client are an innovative IT consultancy focused on simplifying complexity which was founded with a defining principle to deliver IT services and solutions with a difference. Founded in 2012, our client are proud of the fact that the difference they make is real and not a cliché.
Their comprehensive service offering covers everything from Managed Services to Datacentres & Connectivity, which they proudly provide to their growing portfolio of clients, ranging from SME's to internationally recognised brands.
What it's like working for our Client
Our client are passionate about delivering IT services and solutions with a fresh approach, so if you're looking for structure of a stuffy corporate environment, then our client are definitely not for you. If you are looking for something a little different, somewhere your expertise can both flourish and be rewarded, somewhere you can make an impact and where people genuinely care, then our client are the company you've been looking for.
Benefits
Our client value the hard work and achievements of their employees and recognise this by offering a competitive benefits package as a big 'thank you'. Additionally, they promote a relaxed, fun, work life to ensure all employees enjoy what they do on a daily basis.
Knowledge and Experience:
Due to the varied nature of the technologies deployed both internally and at customers' sites, a strong track record in IT support is required. A wide breath of knowledge, experience, and proficiency in the majority of the following technologies is a requirement for this role:
* Microsoft 365 and Azure Administration.
* Active Directory and management and GPO administration.
* Server and endpoint monitoring tools.
* Modern Desktop/ Remote Desktop.
* Security administration.
* End user client management (Outlook, OWA, Mobile Devices).
* MDM solutions.
* Backup and malware issues.
The Knowledge, Experience, and Qualifications that will help:
* Microsoft Modern Desktop Certifications.
* Experience, knowledge, or a qualification in the ITIL Framework.
* Experience of working in a Managed Service Provider.
* Experience of ServiceNow, Solarwinds, Splunk or similar.
* Business Communication Platforms (Teams, Slack, Zoom, or similar).
* IAM Single Sign-On/ ADFS/ MFA.
* Knowledge of storage and backup solutions.
The Person Specification:
* Proven experience in IT service management, with a focus on service desk operations and customer support.
* Strong leadership and team management skills, with the ability to motivate and develop a diverse team of technical professionals.
* Excellent communication skills, both written and verbal, with the ability to interact professionally with users, stakeholders, and vendors.
* Analytical mindset with the ability to analyse data, identify trends, and make data-driven decisions to improve service delivery.
Key Responsibilities:
* Manage and oversee the daily operations of the IT service desk, including ticket management, prioritisation, and resolution.
* Lead and mentor a team of technical support specialists, providing guidance, training, and performance evaluations.
* Develop and implement service desk processes, procedures, and standards to ensure efficient and effective support delivery.
* Collaborate with other IT teams and stakeholders to escalate and resolve complex technical issues and service requests.
* Coordinate service desk resources and schedules to ensure adequate coverage and support during business hours and after-hours as needed.
Travel and Location
The role will be predominantly based in our client's London Bridge office with a level of flexible homeworking available. As our client work with a number of large customers, there will be a requirement to attend and be based at customer premises in Central London from time to time