IT Service Desk Manager

Key Group ,
Preston, Lancashire
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Overview

Are you an experienced IT Service Desk professional? We are looking for someone to join our team as an IT Service Desk Team Manager, managing our IT service desk of six support analysts, resolving first line issue and escalations. Reporting to the Head of IT, you will work with a range of different suppliers to source IT equipment including purchasing subscriptions. You will work closely with the IT Service Operations Manager minimising any disruption to the business by resolving incidents in a timely and efficient manner. Responsibilities include: Managing a Service Desk of six support analysts you will be a hands-on manager working with the team and guiding them to resolve first line issues and escalations. Assigning tickets to 2nd line resolver groups both internal and external. Ensuring that any external support tickets are raised appropriately on the third-party systems/portals. The role will also involve working with a range of different suppliers to source IT equipment including purchasing subscriptions and services as requested and ensuring requisitions and purchase requests are progressed through the Groups financial systems in a timely manner. You will report into the Head of IT and escalate issues and problems in a timely manner, highlighting any risks or concerns. Working together with the IT Service Operations Manager you will be responsible for maintaining BAU support and minimise any disruption to business by resolving incidents. Working in close cooperation with the Service Operations team you will play an important role in problem management, escalations for all IT incidents and major incidents that relate to service impacting issues across the groups business systems, ensuring that SLA's are met and that quality targets are reached and maintained. To provide support and guidance to the IT Service Desk team on all IT related issues through development plans, training and mentoring where possible. To provide technical support to the Groups business user community, translating technical knowledge, understanding business impact and championing IT as well as managing business expectations. To support the senior management team in designing new or enhancing existing technical solutions to improve business efficiency and productivity at pace. Working with the Development team, Project Managers, BA's, SA's, Training, Learning and Development and multiple third-party suppliers to ensure the smooth delivery of both business and IT projects including upgrades, releases for production and UAT environments both in and out of hours. To ensure the IT knowledge base is maintained and updated in line with all the company's applications, IT services and IT support. Assist with change, release and configuration management of the core and website infrastructure ensuring its effectiveness and good working practises are maintained. To oversee the preparation of all regular reporting and follow up on any incidents, trend analysis and potential capacity management issues that require resolution accordingly. To identify any pinch points, operational capacity issues and or resilience improvements to provide high availability and or business continuity needs. IT Service Desk | Team Leader | VMware | MS Azure | MS Dynamics | CRM | ITIL | Service Reviews | MS Exchange | MS SQL | Complex Infrastructure Benefits 22 days holiday (increasing with length of service) bank holidays | AE Pension | Fresh Fruit Mondays | Dress Down Fridays | EAP | Simply Health Plan | Enhanced Maternity / Paternity Package Additional Information Permanent Full-time 37.5 hours a week. Shift Patterns: 8am - 4pm, 9am - 5pm or 10am - 6pm. Ad-hoc evenings and weekend hours as required. Essential Skills Previous experience of managing a very busy Service Desk to deliver excellent customer service in line with ITIL principles. Proven ability in conducting service review meetings with key stakeholders within the business to capture requirements, establish user needs, gather all information required and provide tangible results. Understands and can demonstrate using a variety of service management tools using an ITIL aligned framework. Previous experience of managing complex infrastructure environments, preferably with exposure to VMware, MS Azure, MS Exchange, MS SQL, Networking topologies and application deployments (including nonstandard applications) in a virtualised environment. Full UK driving licence and access to vehicle required. Desirable Skills Knowledge of MS Dynamics CRM (on premise and M365), SQL, SharePoint and Avaya phone systems with CTI interrogation would be advantageous. Experience operating within a medium sized financial services business or similar environment. Evidence of using a variety of service management tools using an ITIL aligned framework. About Company Our purpose is to help people finance a better retirement. Our mission is to be the UK's leading later life lending company. Our connected portfolio of brands comprises of key (The adviser), key partnerships (The partner), more2life (The lender) and Air Group (The Coach). This job was originally posted as www.totaljobs.com/job/89780478

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