Service Desk ManagerSalary up to £55,000Location: London (occasional travel requiredWorking Hours: 37.5 hours (shifts covering 8am to 6pm) [Evenings and weekend on-call rota cover]Overview:A fast-growing and highly successful artisan food manufacturing and retail group is looking to hire a Senior IT Service Desk Analyst to join their dynamic team.Overall Purpose of the Role:- Lead and deliver service level agreements with the wider business.- Drive change and improvements in processes and technology.- Roll out AI-driven support and self-help as part of a next-generation helpdesk project.- Triage tickets and deliver self-help solutions and recommendations.- Own and manage laptop and hardware policies.- Maintain asset registers.- Coordinate escalation and resolution of incidents with technology partners and across the wider technology team.- Manage a team of Technology Help Desk Analysts.- Develop effective working relationships with colleagues within and beyond Technology to ensure a consistent, high-quality service is delivered.- Coordinate Technology requirements for new bakery openings and refurbishments.Areas of Responsibility:- Report to the Chief Technology Officer.- Lead, work flexibly, and be part of the on-call rota.- Deliver high-quality technical support with exceptional customer service skills.- Resolve calls within agreed Service Level Agreements (SLA).- Coach and mentor team members to ensure relevant knowledge and skills are developed.- Provide hardware and software support both locally and remotely.- Assist with ongoing projects across the group.- Manage ticket queues effectively and provide regular, accurate updates to users.- Liaise with and escalate issues to 2nd and 3rd line technicians, including third parties where appropriate.- Support users on iOS technologies and cloud applications.- Travel to other units to resolve issues requiring intervention.- Supervise team members and ensure work is completed effectively.- Deputize when necessary.Experience/Skills:- Sound knowledge and experience supporting a wide range of IT applications, platforms, and technologies (M365, Azure, Active Directory, hardware).- Strong organizational skills with 3+ years of experience in a similar role.- Positive, "can do" outlook and approach to work.- Technology qualifications/certifications are a bonus.- Excellent written and verbal communication skills.- Experience working with service desk tools and technology such as remote access and knowledge resources.- Ability to investigate and troubleshoot issues, keep users up to date, and drive solutions to a conclusion.- Ability to think critically and provide solutions through various problem-solving techniques.- Ability to prioritize issues according to business needs and escalate when necessary.- Demonstrate excellent customer service to business functions.- Experience with previous IT projects or ongoing personal study is advantageous.- Ability to market and promote the service desk, advocate for necessary resources, and appreciate the service desk's value.- Critical thinking about systems and consistent adjustment as needed.- Ensure all IT Service Desk processes are thoroughly documented, consistently audited, and regularly improved.- Willingness and ability to learn about standard and bespoke applications.
Back to searchService Desk Manager
Technet IT Recruitment Limited
Posted 10 hours ago, valid for 15 days
London, Greater London EC1R 0WX
£60,000 - £72,000 per annum
Full Time
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Sonic Summary
- The Service Desk Manager position offers a salary of up to £55,000 and is located in London, requiring occasional travel.
- The role requires at least 3 years of experience in a similar IT support position and involves leading a team of Technology Help Desk Analysts.
- Key responsibilities include delivering service level agreements, managing incidents, and implementing AI-driven support solutions.
- Candidates should possess strong organizational skills, excellent communication abilities, and a positive attitude towards problem-solving.
- The position also involves supervising team members, coordinating technology requirements for new openings, and ensuring high-quality customer service.
