IT Service Desk Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

IT Service Desk Manager

Department: IT

Employment Type: Permanent

Location: Worsley

Compensation: GBP 35,000 - GBP 40,000 / year

Description

As an IT Service Desk Manager, you will manage and lead the Service Desk Team to provide 1st and 2nd line technical support services. You will ensure tickets are being raised and organised based on the issue and priority of the ticket. You will focus on providing excellent IT customer service communications to keep customers up to date on progress.

Key Responsibilities

• Provide management and leadership to the 1st and 2nd line teams to ensure we effectively respond to support requests to maintain the operation of Network Plus computer systems to an agreed level
• Track all problems thoroughly, through the company's Support Management system, and to take ownership of all support calls escalated to you through to resolution, according to our customers support processes and systems
• Work in line with Service Level Agreements delivering the requirements of Network Plus, ensuring that targets are met
• Deal with priority one incidents; escalating immediately to Network Plus IT management
• Take ownership of recurring incidents, with significant repercussions, and apply the measures necessary to achieve a permanent solution
• Keep current with the latest infrastructure, service industry and educational developments
• Understand and clearly communicate the service requirements of Network Plus to your team and peers
• Assist in the implementation of all IT policies and procedures, especially those for service provision
• Play an active role in Projects, providing advice and implementing appropriate solutions
• Follow policy and procedures relating to asset management for IT hardware, software, and equipment within Network Plus
• Mentor and coach more junior members of the Network Plus IT team

Experience and Qualifications

• Good knowledge of Desktop and Server infrastructure, service and application delivery, as well as successful service level agreement accomplishments
• An analytical mind, able to tackle a problem from different angles and make decisions quickly
• Excellent Leadership skills and be able to motivate staff

Salary and Benefits

We offer a competitive salary based on experience along with a full benefits package.

Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

We understand that privacy and the security of your personal information is extremely important. By applying for this role, you agree to the terms of our privacy policy.