Service Desk Manager

Service Desk Manager . Insurance SME , City of London , Hybrid working 3 days in the office

As a Service Desk Manager, you will be responsible for leading and working as part of a small Helpdesk team to ensure the delivery of exceptional customer service while effectively resolving all technical support issues globally.

We are looking for a strong technical background complemented by extensive customer service experience.

Manage the Helpdesk support function and staff across all regions.

Operate within the ITIL v4 framework for service delivery and establish best practices through the entire technical support process

A minimum of 3 years’ management experience in a Service Desk/IT helpdesk role gained in an international organisation using ITIL V4 principles

Managing a distributed team in different regions and time zone to always to deliver quality service to customers •

Experience of managing, mentoring and coaching team members to support ensure they have sufficient skills to deliver their objectives and projects in a timely, professional manner

Monitoring Service Desk performance by way of SLAs and customer satisfaction to ensure the effective delivery •

Implementing and managing Service Desk systems such as ServiceDesk Plus and ServiceNow

Experienced user and administrator of Microsoft 365 and Mimecast

Windows 10 and 11 build, auto-pilot configuration and iPhone / iOS MDM enrolment and management using MS Endpoint manager • Securing endpoints through preventive maintenance, patching, vulnerability management and Cyber Security tools like Sophos and Qualys

Asset and License management Document processes and procedures in line with company and industry standards

ITIL principles and processes with level V4 foundation certification