Service Desk Manager

If you enjoy mentoring junior team members but also getting hands-on with IT Support, this could be a great new opportunity for you. As IT Service Delivery Manager for a flourishing IT Services company, you’ll look after a small portfolio of SME clients and support their operational IT needs. You’ll enjoy a mix of IT projects, providing strategic advice and day to day support. You’ll also take ownership of escalations too.

Knowledge
Expert Knowledge of Service Desk standards and principles
High awareness of Customer Care – the Service Desk is a high profile function and is the users’ first point of contact
Working knowledge of Microsoft Office suite of products
ITIL principles and procedures
Able to motivate staff and teach junior staff process and procedures
Able to solve a high proportion of users’ problems without referral
High level of technical skills: hardware, software and networking

Skills/experience
Experience of managing a Service Desk function and team
Excellent inter-personal skills: diplomatic and able to inspire users and team confidence
Experience in producing performance reports for senior management
Ability to work well under pressure and at a high work rate
Demonstrable contribution to the delivery of successful projects
Experience of operating systems and back end software, specifically Active Directory
Project management
Experience of staff supervision and appraisals
Experience in continual service improvement of the Service Desk function
Implementing change within the Service Desk function and wider organisation
Undertaking internal and external service review meetings

£30,000 – £50,000 depending on experience.

Job Summary

Job Title Service Desk Manager
Location Addlestone,Surrey
Job Type Permanent
Salary £45k
Last Updated 08/09/2020
Reference SF49420
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