Service Desk Manager

Service Desk ManagerEpsom, Surrey, KT17 (4 days in office, 1 remote / hybrid)£70,000 - £75,000 plus strong benefits including a generous pension scheme, private healthcare, personal development training, rising holiday and lots more.

Keywords: Service Desk Management, IT Manager, Team Leader, Helpdesk, Ticketing System, Financial Services, Banking, ITIL, Service Desk, Desktop, Server, Virtualisation, Office 365, ITSM, RMM, VMware, ISO27001, Change Management.

My client is a hugely successful organisation within the financial services sector. They are highly regarded and well-established. They offer a fantastic working environment as well as an excellent benefits package including a generous pension, private healthcare, personal development training, rising holiday and lots more.

Due to expansion, they are looking for an experienced Service Desk Manager to manage and develop the Service Desk team and own responsibility for all internal IT services, systems processes, and applications, within a cyber security best practise framework.

Service Desk Manager – Duties:

• Line management responsibility for the Service Desk team of 10 including 1 st , 2 nd , 3 rd liner, Service Desk Team Leader and Change Manager.
• Responsible for developing the team so that they can support all processes, systems and applications and provide excellent customer service to high standards within a cyber security best practise framework.
• Develop and continuously improve the ITIL based processes, templates and tools that are already in place.
• Own the Change Management framework and processes.
• Manage the Service Desk team’s engagement with third party vendors and support desks to ensure overall ownership of incidents, problems, and service requests.
• Train, develop and coach the Service Desk team leader to be able to be an acting Service Desk Manager.
• Be part of the Incident Management Process and team for Major Incidents.

• Solid experience in a Team leader, or Management IT role, with a proven record of motivating, growing and managing teams effectively.
• ITIL Service Desk experience (ITIL certifications preferred)
• Excellent knowledge of all Desktop, Server and Virtualisation concepts and technologies.
• Very strong Office 365 and Azure Experience.
• Cyber Security awareness
• Knowledge of ITSM and RMM Tools.
• Documentation and process design experience.
• In addition, any knowledge of VMware and VDI Horizon, Cyber Security tooling (FIM, SIEM, vulnerability management etc), project work and legacy infrastructure knowledge would be a bonus – but not a requirement!

In return, my client offers the chance to play a key role within a very well established (100 years+) financial services institution who can offer real career progression and a strong benefits package.

Sound interesting and something you would love to be part of? Apply today!

Integral Recruitment is acting as an employment agency regarding this advertisement.