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IT Service Desk Manager

Optima Recruitment
Job LocationLeatherhead
EducationNot Mentioned
Salary£33,000 - £36,000 per annum, inc benefits
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Service Desk ManagerResponsible for leading the support function, managing an effective, customer focused service desk team, delivering excellent customer service against agreed service levels.Analysing issues and ensuring escalation and resolution.The Service Desk Manager will be responsible for managing all customer helpdesk communications.Managing and working with the existing service desk technicians (team of 5), they will be responsible for the service desk workflow, prioritising and scheduling tickets, and ensuring tickets are resolved accurately, efficiently and with complete customer satisfaction.The role will also involve the development of service desk process and procedures.Main Responsibilities:

  • To manage all ticket workflow’s coming into the service desk and provide timely, accurate, friendly and effective support service to all customers
  • To manage Service Desk Technicians and ensure all work is carried out proactively and with attention to detail.
  • Act as an escalation point for the Service Desk Technicians, and the interface between the Service Desk and Professional Services.
  • Work with external organisations to ensure they are meeting expectations.
  • Provide regular training and development sessions for the Service Desk IT Technicians
  • Develop troubleshooting processes and wiki
    • Essential Skills:
  • Experience in a 2nd or 3rd line IT Support role / exp in leading a support desk team.
  • Knowledge of best practice standards and the ability to design and implement efficient business processes.
  • A people manager with strong coaching and mentoring skills, with the ability to engage and motivate their team.
  • Excellent customer service skills.
  • An experienced communicator with the ability to explain technical matters to both technical and non-technical people.
  • Experience in building and developing reports.
  • Able to build and deliver training materials to Service Desk Technicians.
  • Experience in working in cross functional teams.
  • Experience in supplier management and escalations
    • Technical Knowledge:
  • Installation / configuration / support of Microsoft Office 365, Teams, EMS, Windows 10,
  • Active Directory
  • Troubleshooting hardware issues
  • Networking skills - Vlans, VPN, routing
    • Desirable:
  • Microsoft Azure
  • VoIP troubleshooting
  • WAN’s - Ethernet, MPLS, Broadband
  • WLR3 - ISDN, PSTN
  • Security - Firewall, AV
    • Benefits include:
  • Based in Leatherhead
  • £33,000 - £36,000
  • Monday - Friday, 9:00am - 5:30pm
  • 20 Days Holiday per annum plus bank holidays (increasing with service)
  • Summer and Christmas parties
  • Contributory pension scheme
  • Onsite parking
  • Complimentary food and beverages
  • Flexible working options
  • Working from home options
    • We appreciate the time you took to apply for this vacancy, however due to the high level of applications that we receive, we can only respond to successful candidates. In the meantime, please check out our website to read more about our company and privacy policy.Optima Recruitment specialists in Permanent & Temporary Recruitment, including; Administration, Secretarial & PA, Accounts & Finance, Graduate Opportunities, Human Resources, Recruitment Consultancy, Sales & Marketing, Customer Service and Legal.

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