IT Service Desk Manager / Incident Manager

Job Description

An IT Service Desk Manager / Incident Manager is needed to join the team at this fast growing and award-winning Proptech Software and Mobile Application Business based in Wakefield.Their clients include prestigious UK wide organisations such as Bupa, Sainsburys, Coop Group, Tesco, NHS Properties Services and numerous large housing associations, councils & NHS Trusts.They are an independent proptech software provider based in Wakefield, West Yorkshire. Due to the expansion of their clients and internal staff, they are looking for a highly motivated and proactive individual to join their team.About the role:As an IT and Incident Desk Manager youll be working in a rapidly growing Compliance Management and Mobile Workforce Software Business. Internally you will also be a point of contact for employees when they have IT related issues.They are looking for several candidates that have the attributes, confidence, initiative, and desire to work in a dynamic business to business, customer first environment.Your role will include:

• Monitoring and incident management support of their SaaS system hosted on AWS and client mobile SIM infrastructure and ownership to a problem resolution, in line with SLA
• Management of the office IT infrastructure including desktop, LAN, telephony and cabling for circa 40 users
• Control of mobile user licences and monthly usage monitoring
• Management and support of staff working home and the field staff IT infrastructure
• Control and management of the IT hardware, software and firmware asset register and develop it into a database
• Set up of laptops, printers, MS Office365, MS Intune Manager, MS SharePoint and configuration management of user permissions
• Controlling and upkeep of company distribution lists
• Supporting the Quality Improvement Team with setting up infrastructure IT and security policies in-line with ISO 27001, Non-conformance logging and cyber essentials
• Report and escalate to management as needed and advise of changes that could help the business

Required skills:

• Excellent customer (internal and external) and listening skills
• Approachable, helpful and polite to all staff
• Excellent communication and teamwork (one team) skills
• Initiative
• Desktop hardware, operating system setup, anti-virus, patch management, basic LAN, WLAN and telecommunications (IP Office) knowledge is essential
• MS office 365, VPN & MS Intune knowledge, AWS cloud hosting would be an advantage
• Microsoft Office skills, MS Project, Word, Teams, Excel & SharePoint
• Knowledge of ISO 27001 and cyber essentials preferable
• A positive and problem-solving attitude
• Flexibility and quick thinking
• Able to develop good knowledge about all the companys products and services.
• To be well-organised and thorough, even under pressure.
• To enjoy working within a customer focused, target-driven team environment
• Inherent leadership skillsto manage internal resource
• Self-improvement attitude
• Attention to detail providing ideas for continuous improvement
• Hours and Environment: This is a full-time role, working 40 hours a week, based in their open plan office, in Wakefield.

Sounds interesting Please click APPLY for consideration.Candidates with previous experience or job titles including; IT Manager, IT Support Manager, Technician, IT Service Manager, Service Desk Manager, Service Desk Team Leader, IT Team Leader, Senior IT Support and IT Service Delivery Manager, Senior ServiceEngineer, Technician, Technical Service Manager may also be considered for this role.IND123