IT Service Desk Manager / Lead

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IT Service Desk Manager / Lead - Infinity Group

Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.

With a robust team of over 170 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Finalist for Microsoft Partner of the Year for Dynamics Business Central.

We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.

Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.

We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.

Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.

Role Overview:

As a Service Desk Manager, you will take direct accountability for all service tickets that come through that are of an incident nature, these would be for customers workstation, server, and cloud infrastructures. You would take line management of one of the teams within this department and ensure that Service Levels are maintained for all our customers and service is delivered best-in-class aligned to ITIL processes.

Our mission statement is to provide a more productive and secure world to our customers, and you will be working with both types of incidents to maintain compliance to this effect.

As a Service Desk Manager, you'll be responsible for:

• Ensure best-in-class service is delivered aligned to ITIL methodologies.
• Report weekly and monthly on strict KPI's on Service Desk activities
• Act as an escalation point for complex service tickets.
• Manage on-call resources and act as an escalation point for issues.
• Oversee a training program for developing engineers in line with Infinity Group's Business Goals
• Ensure continual improvement is at the forefront of all actions.
• Accountable for meeting organisational Service Level Agreements
• Ensuring time sheets are completed and submitted, any ad-hoc or scheduled work is charged to our customers
• Develop and maintain policy and process documentation
• Undertake capacity reviews and resource planning
• Act as a mentor to junior members of the team.

Personal Specification:

• Enthusiastic about technology
• Ability to speak in plain language to stakeholders across all levels of an organisation.
• Not afraid to fail.
• Eager to learn.
• Strong empathy skills
• A 'Do the right thing' mentality.
• Experience in a Management/Lead Role
• Experience in an engineer or technical deployment role
• Experience in a customer-facing role
• Presentation skills

What sort of technical skills should this person have?

• Exchange Online - Email migration methodologies and planning
• Licensing
• Endpoint Manager - MDM, MAM, InTune, AutoPilot
• Teams - Calling and data collaboration
• SharePoint - Data platform best practices, migration planning
• OneDrive
• Identity & security
• Azure Virtual Desktop
• Azure Site Recovery
• IaaS - networking, security best practices
• Backup
• Defender for Endpoint
• SQL server
• SharePoint Online
• Dynamics 365 and Power Platform
• Microsoft Server operating systems and virtualisation
• Exchange Server
• Active Directory
• Firewalls - Basic understanding of Watchguard & Cisco (Firepower & Meraki)
• Networking - Basic understanding of VLANs, switch architecture and wi-fi

Expected Certifications:

• CMI Level 3 or equivalent certification
• ITIL v3 or v4 Foundation

Like the rest of the Infinity team, you'll benefit from:

• The opportunity to work for one of the leading Microsoft Cloud Solution Partners in the UK.
• Work in a great culture, highly ambitious, collaborative, humble and we pride ourselves in making others look cool be it our colleagues or clients.
• Benefits include Unlimited Annual Leave, Private Healthcare, Life Assurance, Company Shares, Electric Car Scheme and Flexible Working.
• A newly renovated office with a break-out area, decent coffee, and a pool table.
• Weekly company events (Think Bigger Friday with Drinks) and quarterly social events with your teams and company-wide affairs including our very own 'Illuminate' Annual Awards Gala, Christmas Party, and summer fun. These are not obligatory but there are very few of us who don't want to be part of the fun and we include your partners too.

What are the next steps?

• Apply with your current resume or link to your LinkedIn profile directly on our careers page -https://www.infinitygroup.co.uk/careers/
• Have a quick call with Dom or Keiran (our internal recruiters), to go over the position in more detail and answer any questions you have.
• 1st stage interview, usually via Teams.
• 2nd / final stage ideally in person as we like to meet everyone in person and show you around our amazing office.

£42,500 - £50,000 a year