Service Desk Manager

Job Description

Technical Service Desk Manager Birmingham Were currently looking for an IT Service Desk Manager role for our Birmingham based regulatory client. Reporting into the Enterprise Ops Manager this is a technical hands on role that provides inspirational leadership for a dynamic, professional and proactiveservice desk team of four. Your team will deliver a comprehensive and effective first point of call for the GDC IT team. The Service Desk Manager will be the primary IT service manager within the business, delivering to defined service level agreements andwill manage a multi-disciplinary team of IT support staff delivering directly to customers and suppliers.Areas of Responsibility:* Lead and develop the highest levels of professional, customer-focused Service Desk service in accordance with SLAs.* Proficient in the task of Service desk and incident management as a competent user of computer systems, some of which must be in a position of responsibility.* Manager and process owner for Incident Management (ITIL) and Service Desk.* Manage Priority 1 and Priority 2 incidents (critical incidents) in accordance with IT policies and procedures.* Ensures service incidents are evaluated and resolved by appropriate subject matter experts and ensure escalation processes are adhered to.* Accountable for the day-to-day management of the IT Service Desk team, including their workload, progression, absences and annual leave, ensuring appropriate resources are in place to meet current and future business demands.* Cultivates relationships with customers and build customer knowledge base to enhance customer IT Skills.* Uses sound judgement and discretion to prioritise tasks and workload.* Proactively monitors and reports on KPIs for the Service Desk team.* Manages third party performance against Service Level Agreements and holding regular service reviews with suppliers.Requirements:* ITIL Practitioner certified * In-depth experience in technical support encompassing varying hardware (HP Proliant) and software platforms (Windows, Linux and Mac OSX).* In-depth and advanced experience of Microsoft Windows 2012 /2016 server environments* Experience of Microsoft Windows 10, using deployment technologies such as WDS (Windows Deployment Services), MDT (Microsoft Deployment Toolkit) or SCCM (System Center Configuration Manager)* Experience of virtual infrastructure e.g. VMware* Experience with Cloud based computing - Amazon EC2 or Microsoft Azure* Apple iPhone and iPad devices - Setup and deployment in a corporate enterprise. Experience of Mobile Device Management (MDM) solutions, e.g. Meraki, Mobile Iron or Air watch.* Apple device configuration utility* Active Directory Administration / Microsoft Exchange / Office 365 administration* Windows Group Policy creation, deployment and troubleshooting.* Networking Switching Infrastructure i.e. VLANs, Trunks, DHCP, DNS, static routing etc. Cisco Certified Network Associate (CCNA) or equivalent.* Manage Engine or equivalent service desk ticket based application, experience with change management, process and implementation.* Seeks opportunities to learn and keeps up-to-date with the latest developments in technology especially in own field of expertise* Demonstrable and able to take on work from the Enterprise IT Operations Manager to further own knowledge and open succession path for progression within the team.* Committed to equality and diversity in service delivery.If this sounds like you please click apply for consideration!