A Service Desk Manager is required to join a forward-looking and growing Managed Service Provider.to lead a team of 10 engineers.
The position requires demonstrable management experience and for the successful applicant to lead by example, multitasking and handling pressure calmly as an ambassador for excellent IT service. Analytical incident and problem solving skills are essential, as is a reassuring and professional manner, which you will nurture within your team.
A proactive, extremely customer focused, ‘can-do’ attitude must be part of your highly self-motivated approach.
Job Role
To ensure the IT Service Desk Team is responsive, effective and high quality and to control the resolution of incidents and requests, within target times.
You will drive continual improvement of the team and will maintain high service levels. Occasional out of hours support will be expected, including evening and weekend work where necessary.
Qualifications
- Educated to ‘A’ level standard or Higher
- ITIL V3 Foundation or Service Desk Institute (SDI) Certified
Knowledge/Experience
- Experience of leading an IT service desk team
- A good understanding of support frameworks, including ITIL
- Proficient in ITSM systems and incident workflow processing, Service and Change requests
- Strong knowledge of Microsoft-based operating systems and applications
- Experience of Microsoft Exchange and Active Directory
- Experience of Networking and general IT issues
- Experience troubleshooting and resolving incidents at least to first and second level
This position is advertised on a part-time basis, with flexibility around the number of hours and pattern of work. Salary will be pro-rated based on hours.