It Service Desk Manager

Our client are a leading utilities and infrastructure business who are going through a period of investment, growth and change.

The are looking for a Service Desk Manger to add to their team.

As the IT Service Desk Manager, you will play a pivotal role in orchestrating and elevating our IT support operations. You will be at the helm of a dedicated Service Desk team, ensuring not only the swift resolution of technical issues but also driving the strategic evolution of our IT support function. By integrating ITIL v4 best practices, you will streamline processes, reinforce service delivery, and heighten user satisfaction across the organisation. Moreover, your hands-on technical expertise will be invaluable for managing a range of platforms and tools, from Microsoft suites to asset management and bespoke internal systems. This role requires a harmonious blend of leadership, technical proficiency, and a continuous improvement mindset. Reporting to the Group IT Director, your insights and feedback will shape our IT strategy, ensuring our IT Service Delivery function aligns seamlessly with our business objectives.

Principal accountabilities:

• Implement and maintain service management processes in line with ITIL v4 best practices, ensuring efficient and effective service delivery.
• Directly lead, mentor, and guide the Service Desk team, ensuring rapid and effective resolution of IT-related issues.
• Deliver hands-on technical support related to Microsoft O365, Exchange, SharePoint, OneDrive, Azure, and Intune.
• Spearhead the setup, distribution, maintenance, and troubleshooting of company assets, including laptops, workstations, and mobile devices.
• Develop and review KPIs in alignment with ITIL v4 practices. Seek continuous improvement by analysing performance metrics and feedback.
• Function as leader within the IT division, ensuring open, transparent, and timely communication between IT, employees, and senior/executive leadership.
• Collaborate with the Group IT Director to formulate strategic plans, service designs, and service transition processes that align with organisational goals.
• Lead the team in managing incidents efficiently and focus on identifying and resolving root causes of recurring incidents.
• Oversee changes in the IT environment, ensuring they are assessed, approved, implemented, and reviewed in accordance with ITIL standards.
• Champion a culture of continuous learning, ensuring the team consistently hones their skills and stays abreast of IT advancements.
• Utilise networking expertise for tasks like diagnosing connectivity issues and configuring permissions.
• Manage the Fresh Service ticketing system, ensuring streamlined ticket handling, timely resolution, and precise reporting

Essential qualifications/ skills/ experience:

• Bachelor's degree in Computer Science, Information Systems, or other relevant field or equivalent.
• Demonstrable experience in a similar role, managing an IT Service Desk or another IT related team.
• Comprehensive understanding and experience with ITIL v4 best practices.
• Proficiency in Microsoft O365, Exchange, SharePoint, OneDrive, Azure, and Intune.
• Solid background in IT asset management best practices.
• Experience with Fresh Service or equivalent ticketing system.
• Demonstrable ability in all areas of people management - including coaching, mentoring, and supporting team growth.
• Advanced organisational skills.
• Excellent communication skills, both written and verbal.
• Highly organised and efficient.
• A proactive approach and hard-working attitude.
• Ability to solve real-world technology challenges.
• Results-driven, proactive, and an analytical approach to challenges.
• Meticulous and deadline-conscious.
• Professional attitude with a collaborative mindset
• Ability to thrive in a fast-paced environment and manage several projects simultaneously.