Service Desk Manager

* Industry leader
* Modern office facilities
* Great opportunities to progress & develop
Service Desk Manager
A successful technology business who are operating within markets at the forefront of transformational change. Well established and succeeds within our markets at a truly global level, and we believe that our people are critical to this success. We value experience and expertise as well as the elasticity, conviction, and creativity that enables new concepts and ideas to thrive, become collectively real and drive us ever-forward.
Our growth provides a great opportunity to develop your career and diversify your responsibilities to suit your strengths, interest, and ambitions.
The Role
As a Service Desk Manager you will play a crucial role in providing exceptional technical support and will be responsible for making sure that services are being seamlessly delivered to our clients and strategic partners. You will be able to work independently and confidently, being a very hands-on individual who will be highly involved in the day-to-day operations of the Service Desk.
Responsibilities
* Act as the primary Service Desk contact for the customer and manage customer expectations.
* Ensure all engagements drive the customers experience in line with the contracted services and contractual obligations are met in terms of the performance provided to the client.
* Providing technical support to internal and external customers and partners.
* Log support cases in helpdesk ticketing system.
* Ensuring a timely response to issues and incidents.
* Carry out triage on cases determining priority and categorisation.
* Assist the consultancy team in root cause diagnosis.
* Resolving customer issues, incidents and problems where feasible, through product knowledge and technical investigation.
* Develop trusted relationships with clients and stakeholders responsible for services.
* Ensure adherence to service management principles - ITIL led; Configuration management, problem management, change management, IT helpdesk function, release and version control.
* Have a complete understanding of the company's wide range of product and service offerings, including associated processes. Understand interdependencies between technology, operations and business needs.
* Deliver appropriate and effective executive level communication.
* Produce and update technical documentation.
* Assisting with hardware builds, including desktops, laptops and phones.
Skills & Experience
* A logical problem solver and thinker with the ability to troubleshoot technical issues and carry out problem determination.
* Understanding of Software Asset Management SAM | ITAM | ITOM
* Demonstrate solid technical knowledge and the ability to learn.
* The ability to work accurately to deadlines with very good prioritisation skills to balance key priorities.
* Knowledge of ITIL V4 best practice
* Understanding of Information Security awareness ISO27001 / Cyber Essentials.
* Ability to deal with multiple tasks.
* Knowledge and experience of Microsoft packages, including Project, PowerPoint, Word and Excel.
* Proven experience in building strong and professional relationships with key client's staff, partners and internal colleagues.
* Broad knowledge of IT Infrastructure and managing software delivery.
* Comfortable working in a fast-paced environment and delivering against multiple objectives.
* Strong communications skills, both written and verbal.
* Experienced at managing multiple stakeholder groups and balancing diplomacy and tact with assertiveness.
* A strong customer centric approach.
* Previous experience of software delivery and/or delivering project services to multi-client environments.
* Self-motivated, with the ability to adapt to change and competing demands.
Benefits
We're committed to creating a workplace where everyone is respected, our differences valued and people can be themselves without exception.
You will be working in our impressive, newly refurbished campus. At a shade under 20,000 square feet and set in 2 acres of land, our UK Headquarters boast extensive free car parking facilities, electric vehicle charging, a gym, a recreation / relaxation space and access to state-of-the-art technology.
We believe in the importance of investing in our employees, and therefore offer some great benefits as standard:
* Competitive annual leave with an optional additional holiday-buy scheme.
* Bupa private medical care, with options to add dependants.
* Bupa Blua app that provides access to a remote GP 24/7.
* Employee Assistance Programme
* Total-earnings Pension Scheme.
* Onsite Gym
* Company Perk and Discount Portal.
* Complimentary refreshments.
* Free on-site parking and electric vehicle charging.
* Regular social events
If you are interested in this position then apply today or reach out to LNJ Recruitment if you have any questions.