Service Desk Manager

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Service Desk Manager

We are recruiting a Service Desk Manager to join our Esher based team at Healix. In this role you will oversee the Global Healix IT Service Desk which provides application and user support around the world. The role is crucial to ensuring both our internal and external customers receive an excellent level of service no matter where they are located. This role will involve regular communication with the IT team in Esher and other locations, staff members across the group, senior stakeholders, the Group CTO, suppliers and IT departments of third party companies.

We are looking for an excellent communicator, with excellent written and spoken English, who is delivery focused, self-motivated and is a personable individual, able to work with minimal supervision and take responsibility for the running of the systems and services that support the business. In addition they need to:

• Be proactive but also be happy to take direction
• Possess a methodical and structured approach to analysing problems and producing solutions
• Be able to influence decisions through reasoned argument
• Be quick to build relationships and earn respect through sound judgement and a positive attitude
• Be able to pick up new skills quickly and effectively
• Be committed to getting the job done,
• Be supportive and be understanding and helpful to non-IT staff

It is essential that you have:

• 5+ years working in a similar role
• Strong knowledge of ITIL framework and best practices
• Proficiency in service desk software and ITSM tooling
• Microsoft 365
• Microsoft Intune
• Experience in PC setup and configuration
• An understanding of Windows server technologies and Active Directory services
• Degree level education or equivalent

Desirable experience:

• Jira Service Management
• Worked within a "Follow the Sun" support model
• ITIL v4 Foundation

About the role

Key responsibilities of the Service Desk Manager:

• Manage and mentor a diverse team of analysts globally
• Champion Healix IT's mission to provide fit-for-purpose 24x7 support to all teams, regardless of location or time zone
• Foster a culture of pride in supporting our customers and build a vision of one service desk that is globally dispersed across the group
• Ensure members of the team are adequately trained in their roles and encourage cross training
• Implement ITIL best practices to optimise service delivery to the group
• Provide detailed reporting on any incidents, BAU requests and ensure ticket resolution times are adhering to SLAs
• Proactively review trends and suggest process improvements
• Ensure escalation procedures are followed and identify any improvements to service delivery processes
• Conduct regular performance reviews and set objectives that will aid team member's personal development
• Assist the team with 1st and 2nd line issues/requests as required
• Collaborate with the wider IT team to ensure service owners are kept informed and escalations are dealt with in a timely fashion
• Develop and maintain knowledge bases to capture repeatable tasks.
• Own the JML (Joiners/Movers/Leavers) process and work with the business and Head of IT Operations around capacity planning

Notes:

• Some out of hours work will be necessary for maintenance of critical systems
• The role is based in Esher, but occasional travel to other locations may be necessary for training and support

About the company

All around the world, Healix safeguards people's health and wellbeing.

Required Criteria

• 5+ years working in a similar role
• Strong knowledge of ITIL framework and best practices
• Proficient in service desk software and ITSM tooling • Microsoft 365
• Degree level education or equivalent

Desired Criteria

• Jira Service Management
• Worked within a "Follow the Sun" support model
• ITIL v4 Foundation

Skills you'll need