IT Service Desk Manager / Helpdesk Manager - Team Management & Leadership, Team Organisation & Structure, ServiceNow, Ticket Management, AD/GP, O365, MS Teams, InTune, Endpoint Manager, Incident Management, Problem Management ITIL, SLAs, Budgetary Management, Service Management, Service Desk Team Coordination, Escalation, Analysis & Reporting, Systems Monitoring. Permanent, Berkshire/Middlesex/M4 Corridor (towards to Heathrow, West London) (3 Days per week onsite, 2 days remote). £60k- £70k+ Benefits IT Service Desk Manager / Helpdesk Manager required by leading A/V managed service provider to global financial services organisations and the public sector. You will join the service desk team and manage this international team as the Service Desk Manager. The main focus of the role will be to oversee the day-to-day activities of the team provide through well honed and structured people management which will require you to provide leadership, guidance, technical advice, and structure to ensure the team can identify and resolve tickets efficiently, ensure incidents and requests are raised and fulfilled within agreed SLA's and with outstanding customer service. Whilst you will inherit an existing team you will be required to structure/restructure the team as you see fit and be responsible for growing the team and adding additional personnel as required. Alongside this management role will include some hands-on Service Desk support using the ServiceNow (SNOW) ticket management system which will include some user profile administration with AD/GP and O365. You will be responsible for incident management within the ITIL framework and liaison with management of other teams as well as 3rd party service providers. As the IT Service Desk Manager / Helpdesk Manager you will also lead IT Asset Management as well as Incident and Problem Management within ITIL frameworks and act as an escalation point for 1st / 2nd line support issues within the team. The team supports an international user based with a largely Microsoft / Windows focussed infrastructure environment utilising Win10, O365, InTune Endpoint Management and Azure services. You will define SLAs, manage the IT Services budget and provide reporting on the desk's activity, wider IT service matters as well financials to senior management as well as annual plans for the steering committee. We are searching for an IT Service Desk Manager / Helpdesk Manager / Senior Service Desk Analyst / Service Desk Coordinator who has gained experience working on an SLA driven service desk and subsequently within a team management / leadership role. You will have demonstrable team management expertise which will include the full life cycle of recruitment, leadership, organisation, mentoring, disciplinary management etc and be able to structure / restructure service driven environments as required. You will be experienced in managing tickets in ServiceNow (or similar IT Ticketing systems), be confident in your ability to speak with internal users over the phone and be responsive to their needs. You will be comfortable using Win 10, MS O365 (inc MS Outlook, MS Teams) and possess a decent grounding in the use of MS Excel for analysis and reporting duties. You will have experience of incident management and problem management within an ITIL environment. Experience of end point management using MS InTune Endpoint Manager would be highly beneficial. The successful candidate will possess a solid understanding of IT, strong leadership and management skills and excellent organisational skills, exceptional communication skills and customer service skills and abilities. Any interest or experience in Audio Visual A/V systems would be an added bonus but non-essential. Exceptional opportunity to join a global top 3 company within their field at a time of exciting onward growth. You will need to be able to work 3 days per week onsite close to the M4 corridor near Heathrow Airport as well as 2 days from home. The location is easily commutable from Bracknell/Slough, Berkshire, Egham, Surrey, Hounslow, Middlesex areas; free onsite parking available.
