IT Service Desk Manager – Modern Workplace & Process Optimization

Job Description

IT Service Desk Manager – Modern Workplace & Process Optimization 2 days ago Be among the first 25 applicants This is a newly created Service Desk Manager opportunity which represents a highly rewarding career opportunity. If you’re in a similar Lead role right now, don’t delay applying today to explore your next adventure. This role is responsible for looking after the IT Technology Operations and Service Desk Support services across the organisation's Service Desk and Desktop Support function, where you would be managing a team of direct reports, supporting a combination of project work and BAU work, along with continuous improvement of the existing systems and processes currently in use across the company. To be successful in this role, we are seeking a candidate that brings experience leading and genuinely motivating teams with a “lead from the front” type approach, who brings strong IT support experience across Microsoft technology stacks and cloud infrastructure, as well as the ability to support business applications with high levels of customer service and stakeholder engagement for system-related support activities, as well as managing escalations that come into the team. Day to day responsibilities: Leading the team and taking ownership of issues 1st and 2nd level service desk requests escalated to 3rd line support, and dealing with external vendors. Guiding and mentoring a small team of experienced IT Support & Service Desk Analysts. Working within the Corporate IT team dealing directly with end-users and business stakeholders, including C-Level Executives & Directors (face-to-face) to support new processes and technologies services that will be coming online. Integrate new applications and systems into the cloud infrastructure environment with a focus towards continuous improvement and assist with implementation activities. Ensure documentation and procedures are always up to date. Patch systems when required to adhere to policy and architectural standards. Taking part in project meetings with management and senior executives. Dealing with 3rd Party technology vendors for support requirements. Skills & experience required: Experience working in an IT Team Leader / Service Desk Lead / Desktop Support Manager capacity. Experience working across IT Operations and Service Desk functions within Enterprise-level organisation settings and environments. Experience with managing Service Desk and IT support activities with a focus on Microsoft technology stacks. Experience with imparting and driving the evolution of ITIL standards, with examples where you have enhanced processes and continuously improved service levels and standards with ongoing process improvements. Technical experience with supporting Microsoft M365, Azure AD and Microsoft Exchange Online, InTune, across modern workplace technologies in line with Microsoft’s offerings. Excellent relationship-building skills to work effectively with internal business stakeholders, with experience providing VIP level support to senior and C-level Executives. Proven experience with supporting Microsoft Infrastructure technology and operating systems. Experience with ITIL frameworks and methodologies and translating process into meaningful and fit-for-purpose IT Operations. Hands-on experience supporting and troubleshooting virtualised installations & environments. A genuine passion for providing high levels of customer service and satisfaction to your own team of direct reports, as well as the wider business in terms of the end-user and stakeholder landscape. This is a truly rewarding career opportunity to secure a position where you will be given a good level of ownership working with engaged colleagues and a highly supportive Manager, working for an employer brand of choice, with an attractive salary package and incentives on offer. Seniority level Mid-Senior level Employment type Full-time Job function Information Technology, Quality Assurance, and Customer Service Industries IT Services and IT Consulting, Technology, Information and Media, and IT System Operations and Maintenance #J-18808-Ljbffr