IT Service Desk Manager

Marcus Donald are currently looking for an experienced Service Desk Manager to join a fast paced client who would look incredible on your CV – Very well-known organisation. You will be responsible for growing, managing and leading a group of highly skilled technical support specialists and leads with a heavy focus towards ITIL.

*Hybrid working – 3 days in the City of London (near St Paul’s)*

Service Desk Manager – Responsibilities:

• Managing a large team of Technical Support Specialists (1st and 2nd line) and Tech Support Team Leaders
• Assuring the team quickly and efficiently responds to inbound technical support issues and requests

• Defining, implementing, and managing technical support processes, procedures and best practices
• Producing weekly and monthly management reports
• Managing prioritisation, escalation and resolution of support tickets
• Ensure the ticketing processes for all support issues is adhered to
• Maintaining Service Management, knowledgebase, and support documentation
• Carrying out in depth reporting and analysis of the reported technical issues, problems and incidents
• Working alongside the management team across the business to improve services across the Group

Service Desk Manager – Requirements:

• Experience of working as a Service Desk Manager within a dynamic environment
• Proven working knowledge and awareness of the ITIL framework, and experience of putting these skills into practice, with a focus on ensuring excellent customer service
• Have managed a large team of technical support specialists, within a complex and fast paced environment
• Have excellent, proven Service Management knowledge and experience
• You will be able to effectively converse with stakeholders and colleagues to shape their requirements
• You do not need to be an expert in enterprise technology; however you should have a good awareness of the technologies, capabilities and skills required for a team to be successful in this space
• You will have a critical eye for detail, and methodical approach to documentation

Service Desk Manager – Technical:

• Working knowledge of Microsoft & Service Management applications
• Demonstrated knowledge of Microsoft, Office 365 Active Directory and MS Azure

If you are a highly motivated and enthusiastic individual, someone who is proactive, well-organised, and has a strong attention to detail, alongside a strong IT Service Management background this could be the ideal next step for you.

Should you be interested in understanding about the role and company a little further, please get in touch by applying for this role and/or emailing rsolan@marcusdonald.com.