It Service Desk Manager

IT Technical Support Manager

The IT Service Desk Manager will be responsible for managing the day-to-day work of the UK based IT support team, providing differentiated customer service and achievement of business results.

The position is responsible for ensuring the stability, security, performance of the Service Express IT infrastructure while providing exceptional support and customer service to our global team members.

The IT Service Desk Manager will report to the Director - Global Infrastructure & Support. The position will be responsible for country-based Technical Support Specialists based in the UK.

Here’s what this position is all about:

• Building and maintaining relationships with IT and business leadership to develop a clear understanding of business needs, ensuring cost-effective delivery of IT products and services, and responding with agility to changing business priorities
• Create a culture of delivering exceptional customer service
• Provide excellent technical support to end-users
• Manage deployment of new end-user hardware and software to meet business requirements
• Manage and meet Service Level Agreements (SLA’s) for Incident Management and Service Requests
• Participate in the periodic BCP/DRP tests and implement Corrective Action Plans as appropriate
• Manage day-to-day support activities with the country-based support team
• Participate in the recruitment, development and lead a highly motivated team of IT professionals
• Foster a collaborative and high-performance work environment

What we are hoping you can bring to the Service Express team:

• Ability to instill confidence in the business stakeholders and demonstrate the value of IT
• Exceptional leadership skills: ability to develop and communicate an IT Support vision that inspires and motivates staff
• At least 5+ years of solid experience in managing IT support
• Working knowledge of managing infrastructure systems, including redundancy, failovers, monitoring, real-time alerts as well as hardening and security (Cloud, Firewall, Servers, Network, Storage, databases, etc.)
• Experience of working in a 24x7 global IT support
• Budget planning and financial management
• Success in leveraging IT service management best practices based upon the ITIL Framework
• Good working knowledge of security certifications including ISO 27001 and SOC2
• Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to business leaders and business concepts to the infrastructure team
• Problem-solving attitude and service mentality
• Effective influencing and negotiating skills when working with vendors

What you will get?

• Up to £65,000 annual salary depending on experience + 15% annual discretionary bonus
• Lifestyle Benefits, Employee Assistance Program, Life assurance, Private Medical Insurance and more.
• Paid volunteer hours
• A Collaborative company that focuses on providing our employees and customers through the best experience
• On site Gym and use of personal trainers