Service Desk Manager

Job reference - 273

Location - St.Helens, Merseyside

Salary - £40,000 - £45,000

Job type - Permanent

A fantastic opportunity has arisen for an experienced Service Desk Manager to join a forward-thinking business that is going from strength to strength.

Salary - £40,000 - £45,000

As a Service Desk Manager you will lead and manage a team of established IT engineers. So we are looking for those with excellent leadership skills as well as a technical background.

As a Service Desk Manager, you will be charged with leading and managing a highly performing team, with a focus of developing from within to drive career progression and best overall performance.

Key experience required for a Service Desk Manager:

• Must have experience handling client enquiries

• Experience leading/managing a service desk team

• Setting up new users

• Password resets

• Application issues; Microsoft office, Office 365, Sharepoint and Azure

• Windows operating systems 7,8,10

• Hardware knowledge

• Basic network issues; connectivity

• Internet issues; connectivity

• Server administration experience

• 1st and 2nd line support experience

• Experience with servers and routers/ networking

Key responsibilities for a Service Desk Manager:

• Scheduling daily support tickets and alerts to 1st and 2nd line support engineers

• Ensure that all helpdesk queries are answered and dealt with appropriately within the agreed service level to the client

• Escalate more complex calls to an appropriate manager/Director for resolution

• support the service desk team and provide 1st and 2nd line support when needed

• Log calls and create tickets

• keeping up-to-date client records

• planning and managing team capacity/workload to balance staff development and operational needs.

• quickly identify problems and engage processes to minimise impact

• Interact with customers, staff and external third parties, quickly gaining the respect of others, both colleagues and customers at all levels.

• To identify any trends with support tickets for individual clients and instigate a review meeting.

• Maintain system and data backups

• Maintain Internal infrastructure

• Manage alerts boards

• Inventory, hardware and software asset management

• Monthly customer reporting and auditing

• Mentor trainee network support engineer

• Manage crisis situations, which may involve complex technical hardware or software problems

• Attend necessary training courses in order to build competence in providing technical assistance and support to customers

So if you are a Service Desk Manager, looking for a new challenge and the opportunity to progress your career further, then please apply now.