Service Desk Manager

A multilingual, international organisation is looking for a Service Desk Manager to join their company.
Please note, this is a fully remote, homebased role so there will be no need to travel to an office.
You will be responsible for managing a team of Desktop Support Analysts who provide support to more than 800 users across Europe and ensure that excellent levels of technical support and customer service are provided across the organisation, in accordance to relevant SLAs and KPIs.
You will be responsible for managing, motivating and developing a team of dedicated Service Desk Analysts. Ensuring that excellent levels of technical support and customer service are provided at all times, exceeding service level agreements and KPIs.
The successful candidate is expected to have experience in all or most of the following:
  • Leading a technical support/helpdesk team
  • Planning and scheduling team capacity and rotas
  • Implementing, reporting and analysing performance metrics such as SLAs and KPIs
  • Managing problems and major incidents
  • Service catalogues and asset management systems
  • Ticket management software (Salesforce)
  • Office 2019 and 365
  • MS Teams
  • Microsoft Cloud products - Azure, M365
  • Active Directory and Group Policy
  • Microsoft SCCM, End Point Manager and Intune
  • MS ATP Defender Virus protection
To be considered for this role you will ideally be ITIL and ITSM certified.
Any additional languages such as Spanish, French, German, Portuguese or Polish would be highly beneficial.
This is a permanent remote based role offering a basic salary of up to  £38,500 per annum dependent on skills and experience.




IT Management
Contact Name:
Sheryl Hannan

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