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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.

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