IT Service Desk Manager

Gold Group

IT Service Desk Manager
Financial Services
Surrey

70k – 75k + Benefits + 10% Bonus

Hybrid Working

My client within financial services, based in Surrey is looking to recruit a IT Service Desk Manager.

As a IT Service Desk Manager you will develop the existing IT Service Desk Team of 10 and own responsibility for all internal IT Services / IT Change Management / System processes and applications.

This role is hands on both technical and management focused.

Service Desk Manager Benefits:

• 22 days holiday + 8 Bank Holiday (Holiday’s increase to 27, 1 additional day per year worked)
• Healthy contributed pension
• Training and development
• Access to a number of financial based products
• Dress down Fridays

Service Desk Manager Responsibilities:

• Line management responsibility for the Service Desk team of 10, 4 x 2nd, 4 x 3rd line, Service Desk Team Leader and Change Manager
• Responsible for developing the team to be able to support all processes, systems and applications and provide excellent customer service up to the current high standards within a cyber security best practice framework
• Develop and continuously improve the ITIL based processes, templates and tools that are already in place
• Own Change Management framework and process while also attending CAB’s and ECAB’s as required
• Prioritise, workload to ensure, time sensitive issues are prioritised and communicated appropriately such as external customer related tickets, Important Business Services related issues
• Manage the Service Desk team’s engagement with third party vendors and support desks e.g. Sopra, Daisy, and Managed, to ensure overall ownership of incidents, problems and service requests is with the Service Desk and maintain optimal communication approach to the business
• Own patching of all end user workstations in alignment with Cyber Essentials Plus and Corporate risk appetite while liaising with the Cloud Infrastructure team for coordination and taking direction from the Cyber Security manager.
• Manage, maintain, and continuously improve, Mobile Device Management software and procedures
• Manage and support Audio Visual Equipment within the business (Teams meetings rooms and equipment)
• Own and support, the internal Cloud Telephony & Contact Centre system
• Create, maintain, and update Service Desk internal and end user related documentation, processes, and procedures that underpin all Service Desk support functions
• Ensure knowledge is spread within the Service Desk team and break down any key man dependencies
• Train, develop and coach the Service Desk team leader to be able to be an acting Service Desk Manager in his absence
• Own Workplace Recovery, co-own Disaster Recovery and participate in scenarios and procedures to ensure Business Continuity
• Be part and lead the Incident Management Process and team for Major Incidents
• Ensure the team adheres to established Service Level agreements while maintaining appropriate communication to end users, other departments, and the Director of IT
• Responsible for maintaining and further developing all tools utilised by the Service Desk team. Such as ticketing system, remote management and monitoring tool, virtual and physical workstation imaging, and all of the supporting documentation, and user guides
• Request feedback from users on customer service to help continually improve customer experience
• Frequent, clear, communication of major incidents, progress on tickets, and planned system outages
• Create and maintain an asset register for all IT equipment
• Work with Cyber Security to Create, amend and monitor access controls so that users have the correct level of access to systems
• Manage and maintain system and application licenses and certificates to ensure they are always up to date
• Participate in the ‘transition to service’ process for undertaken projects
• Be the technical escalation point for issues escalated by 3rd line and the Service Desk team leader
• Improve the Problem Management procedure

Service Desk Manager Essential Skills:

• Experience in IT Management role
• Solid hands on technical background
• ITIL Service Desk experience
• Strong customer service background
• Excellent knowledge of all Desktop, Server and Virtualisation concepts and technologies
• Very strong cloud experience Office 365 and Azure
• Cyber Security awareness
• Knowledge of ITSM and RMM Tools
• Documentation and process design experience
• Strong stakeholder management, and planning skills
• Ability to communicate at all levels, both written and verbal
• Workload Prioritisation expertise
• Personality that promotes team binding and open collaboration

Additional Desirable Skills & Experience (nice to have)

• VMware & VDI Horizon skills
• Project Work
• Legacy infrastructure knowledge

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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