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Accountable Recruitment
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Liverpool, Merseyside
IT Service Desk Manager
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Job Type: Full-time |
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Salary: £45,000 per annum |
Overview
I am actively recruiting for an IT Service Desk Manager to provide and maintain the IT Business Services and corresponding support environment by actively managing the IT Service Desk function - managing a small team of IT Service Engineers. The IT Business Services include all the user facing IT systems and applications which are used to manage and operate the wider business. This includes desktop and other personal hardware, software, line of business applications and enterprise applications. The responsibilities of the role include: Provide major input into IT strategy including forward plans for IT Business Service design & implementation and any related IT processes Provide the Service Desk function to the internal businesses for IT Business Services Manage a team of engineers in the IT Service Desk function with a "hands on" approach to both technical and administrative roles Continuously maintain a high level of quality for end user support Act as a technical authority for the IT Business Services, providing ongoing advanced support and guidance to staff Maintain Business Services by monitoring, measuring, and optimising and reporting performance of all components of the IT Business Services Ensure data integrity by regular data backup and recovery audits Liaise with 3rd party vendors, resellers and support teams as required to develop relationships, new requirements and maintain the existing IT Business Services Ensure that an adequate quantity of documentation is in place and that is it up to date such that, in the event of absence, other staff can resolve common IT issues Manage IT Business Service changes into the production environment Ensure that IT Business Services are patched and updated in line with internal and external support policies The Accountabilities include: Ensure the IT Service Desk performs in line with agreed service levels and targets Monitor and report on both the IT Business Services and Service Desk service levels and performance Ensure IT Business Services are implemented and controlled in line with company policy and requirements The Technical skills required are: Excellent knowledge and proficiency in the installation, configuration and maintenance of key Microsoft technologies including Windows Desktop operating systems, Windows Server, Active Directory and Office 365 components Excellent knowledge and proficiency with tools for the centralised management, deployment and security controls for devices, software and other IT systems Knowledge and proficiency with IT service management software Key Capabilities needed: Strong communication skills, both written and oral Strong quality focus with the ability to maintain quality under pressure Strong problem-solving skills and excellent attention to detail Knowledge of the technical and operational processes used to deploy, support and maintain the business application services Systematic and analytical approach to problem solving with the ability to implement effective business solutions Planning, organisation, communication, presentation, negotiation, influencing and stakeholder management skills. Managing timescales, quality and benefits realisation requirements with the agreement of stakeholders. Qualification and experience needed: 2 years previous experience of managing a technical service desk function ITIL v3 or v4 Foundation 'On Premise' or 'Software as a Service' hosted applications in public and private clouds Management of maintenance through upgrades, support releases and patches Candidates must take a customer-first ethos to the role and be flexible in their approach. This is a full time and permanent position. Please contact Megan Hughes for more information on , .