Service Desk Manager - £65,000 – Hybrid Working – City of London
A highly successful, global financial services business are looking for a personable Service Desk Manager to join their IT team. This is a brilliant opportunity to join an established business in a role that really adds value.
Please note – hybrid working is offered- 3 days per week in the office and 2 at home.
As the Service Desk Manager you will be responsible for leading a team to ensure the delivery of exceptional customer service will effectively resolving technical support issues. Reporting to the Head of Technology, you will have a forward thinking, problem solving mindset as you lead the team to achieve performance goals and provide all users with a great experience.
Key responsibilities of this Helpdesk Manager role includes:
Managing the Helpdesk function across all regions; managing the team, rotas and 3rd party organisations
Monitor and report on the performance of the service desk – ensuring SLAs are met and issues resolved
Implementing SLA and process improvement
Develop and enhance the service desk framework and processes
Ensure the helpdesk is efficiently resourced to deliver a great service
Provide training and support to users
Coach, manage and develop service desk team members
Technology wise, exposure to the following would be beneficial:
MDM - essential
Microsoft 365 - essential
Mimecast – essential
Cyber Security tools like Sophos and Qualys – essential to have experience of tools but not necessarily Qualys and Sophos
Service Now and ServiceDesk Plus - desirable
This is a role in which you will really be able to make your own; creating and implementing new processes and driving the service desk team forward.
The ideal candidate will be ITIL certified and have previous Service Desk management experience.
The salary on offer for this role is £65,000 plus bonus and benefits.