IT Service Desk Manager

Job Role Title IT Service Desk Manager Key Relationships Infrastructure Management Team and 1 st, 2 nd Line/3 rd Line Service Desk Analysts Role overview & Specific Tasks My client is seeking an IT Service Desk Manager, we're looking to employ someone who is customer focused, but has a technical ability so they can triage tickets as they come in from customers and act as a technical escalation point for the team. Take responsibility for all customer complaints ensuring the set process is adhered to, the issue is resolved, and training or improvements are implemented to ensure issues don't reoccur. As IT Service Desk Manager, you'll work in conjunction with the Technical Director in proactively servicing the existing customer base, resulting in positive impact on customer retention. You will identify opportunities for service improvement and ensure regular recommendations are made. You'll also produce reports for the use by Directors and for visual management of the team. Detailed below is a brief overview of the IT Service Desk Manager role :
• Accountability for the Help Desk service delivery for all clients, ensuring it meets the required Company standard. To effectively manage the Help Desk Team and ticketing system.
• Ensure the successful service delivery in line with the set Company Service Level Agreements.
• Manage the Autotask system ensuring all ticket logging, escalation and resolution processes are adhered to.
• Ensure all productivity, escalation and Key Performance Indicators are met.
• Trouble shoot daily service issues to ensure the smooth operational running of the Help Desk Service.
• Proactively manage the ticket volumes to ensure a fair and balanced workload is given and completed by all Help Desk staff.
• Lead a customer focused work environment ensuring a high level of proactive customer service is always delivered.
• Collate, communicate, and improve Help Desk productivity levels and resolution times.
• To work in conjunction with the Director in workforce planning.
• Ensure the full use of Autotask by all Help Desk Staff. This includes notes, logging times, chasing, and updating the knowledge base.
• Implement and improve processes by automation tools.
• To become a champion and a technical lead in the upkeep and use of the Knowledge bank (IT Glue).
• To do any other task as instructed by the Senior Leadership Team
• Take ownership of business-critical tickets, update and communicate progress to the customer and internal management teams in a timely, professional and proactive manner.
• Always demonstrate best practice customer service principles in line with ITIL, be an integral member of the busy Service Desk Team and develop trust relationships with all colleagues across the business and Group.
• To setup and manage an IT "out of hours" rota fixing business critical (Major P1/P2) faults either remotely or on site as necessary, whilst achieving the SLA. Desired Experience
• Strong knowledge of Microsoft based operating systems with emphasis on Windows Server 2012 to present, Azure and Exchange Server 2010 to present
• Excellent knowledge of Microsoft server and client operating systems including Active Directory, Remote Desktop Services, File & Print Sharing, Group Policies, WSUS and DNS/DHCP etc.
• Deep understanding of Microsoft collaboration stack including Microsoft 365, Exchange, Teams & SharePoint Online
• Experience conducting migrations such as Microsoft Exchange to Office 365
• Experience in networking both converged LAN and WAN including firewall, router and switch technologies. Understanding of VLAN's, firewall rule sets
• VPN, MPLS and Remote Access technologies
• Virtualisation using VMWare ESXi and/or Hyper-V platforms
• Experience with WIFI technologies such as Ruckus, Cisco or similar
• A good understanding of current network topologies.
• Excellent telephone manner and interpersonal communication skills.
• Excellent troubleshooting skills. General
• Bring best practice into the business
• Be a leader in the business on providing excellent customer service in line with the customer charter
• Develop excellent working relationships across the business and at all levels
• Seek to continuously improve and develop themselves
• Undertake any statutory or mandatory training as requested
• Able and willing to travel to, and work from any company sites as required
• Any other reasonable duties as required
• Working part of team providing support to our Customer's Monday to Sunday, the role will involve shift patterns covering core hours This job was originally posted as www.totaljobs.com/job/92023388

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