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| Job Location | London |
| Education | Not Mentioned |
| Salary | 42,444 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent , full-time |
Refuge is the countrys largest single provider of specialist domestic abuse services, we are proud to be a leader in our field and an employer of choice, with excellent systems for supervision, quality management and development.We are looking for a Service Desk Manager to provide managerial support to the 1st -2nd Line support workers, continuously work to improve processes, manage client expectations, and maintain strong relationships both internally and externally.The setting is a busy charity with an on-call rota. You will ensure support of 400 users across 60 sites and ensure timely responses. You will need to be flexible to allow for occasional U.K. travel and regular on-site attendance to meet the needs of theusers. You will have a strong technical background with an excellent knowledge of Service Management tools and reporting, cloud-based systems and Jira service desk management. Ideally, you will be ITL certified and have a good working knowledge of MicrosoftOffice 365, SharePoint, Exchange Online and Azure IAAS, Windows Server 2019 and Azure.You will have a proven track record in managing a team who can handle the day-to-day operation as well as projects. You will be able to draw on a wide range of people skills such as mentoring, coaching and educating those around you so they can not onlyfulfil their role but also develop professionally. To be effective in this role you must have good organisational skills to ensure that processes and systems run efficiently. You will lead on maintenance and deployment projects as well as system and networkupgrades. You must pride yourself on having an excellent understanding of internal customer service to meet and exceed expectations of the various stakeholders.Person Specification Experience, Knowledge & QualificationsAt least four years experience in a similar role.At least one years experience using Jira Service Managment (JSM).Previous experience embedding ITIL into a Service Desk TeamAn excellent communicator, whether in person, in writing or online.Strong organisational skills, with the ability to manage multiple priorities.Ability to make decisions and to work on own initiative.Excellent team playerExcellent knowledge of configuration of Service Management tools and reportingExcellent project management skills delivering to time, budget, and qualityExcellent people management skillsITIL CertifiedWorking experience of Confluence, WordPress, Microsoft Office 365, SharePoint, Exchange Online, Azure IAAS, Windows Server 2019, HP Servers and SANs, Datto backups, Canon Printers, Mobile Iron MDM, Security certificates.Closing Date: 09.00 am on Thursday 27 October 2022Interview Date: Wednesday 2 and Thursday 3 November 2022A Standard Disclosure Barring Service (DBS) certificate will be required for this role.Refuge is committed to equality, diversity and inclusion and welcomes applications from all community sections.
Keyskills :
Communication SkillsITILService DeskAtlassian JIRAMS Technologies