IT Service Desk Manager

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Service Desk Manager
Based: Onsite with our client, Central London
Type: Full-time
Salary: £45-55k
Eligibility: You must be eligible to work in the UK

Based permanently onsite at one of our clients' central London office, this role will largely be customer-facing, with matrix management of customer staff, requiring good communication, the ability to motivate the team, and a keen eye for detail, with a proven ability in implementing ITIL processes and selling the value of customer-focused ITIL service delivery.

Working with one set customer full-time, the role is accountable for the continuous success of the Service Desk function and end-user confidence. The role will put the service delivery strategy into practice and report back on successful delivery of objectives and goals.

The role will be responsible for the efficient running of the support function

Skills & Experience Required

• The role is appropriate for an individual who has experience as a Service Desk Manager and works within the ITIL framework
• The ability to work with independence within the agreed desired outcomes
• The ability to influence within a matrix structure
• Experience in excellent customer service and customer rapport building, including the identification of key stakeholders
• A desire to work within the not-for-profit sector, working closely with charities delivering much needed services to beneficiaries
• Experience working within health care beneficial
• Experience in working with technical and non-technical business personnel at various levels, articulating technical and service delivery principles
• Strong attention to detail
• Well organised, proactive and has excellent troubleshooting skills
• Is able to demonstrate tangible improvement progress, through documented reports and stakeholder management
• Project/programme management experience is advantageous

About Smartdesc

Smartdesc is an IT Service Provider and Microsoft Gold Partner whose focus is not-for-profit organisations, which includes charities, social enterprises, and the public sector in the UK. We work with large household names like Mind, YMCA and WaterAid, as well as a diverse mix of other charities and non-profits.

We provide a range of IT Services including Strategy & IT Leadership, Cyber Security, Helpdesk Support and Project / Programme Management - tailored to non-profits and delivered through proactive partnerships with our customers.

Staff who work for Smartdesc are of the highest quality, and one of the main reasons for our success. We promote from within, pay for your training and certifications, and have fun in a growing and exciting atmosphere. This means staff stay with us for years, because we invest heavily in them - our retention rate is 98% which is far above the competition.

We are a flat management structure without internal politics, and staff are given a high degree of autonomy to do their jobs to the best of their ability. We celebrate success as a team and you will have the opportunity to immerse yourself in a diverse range of cutting edge technologies and systems, and never pigeonholed into one single area.

Successful candidates deliver exceptional customer support through effort, integrity and honesty. Smartdesc deliver ethical, transparent and customer focused IT services; new team members are carefully picked to ensure they enhance Smartdesc's ethos and share our values.

Since incorporation in 2012 we have grown to over 70 staff and are projected to have a £5M turnover in our current Financial Year