IT Service Desk Manager 12m contract
About Benchmark
Our award-winning, proprietary solutions cover regulatory, platform and investment services, and are designed to support advisers at every step of their journey. Ensuring good client outcomes, with the client's interests central to decision making, is very important at Benchmark.
The base
You'll be based at our Schroders Business Campus near Horsham in West Sussex. Our spacious campus facilities mean there's a great working environment for the team.
What you'll do:
* Fully manage the Technical Service Desk IT support team, ensuring they maintain customer focus.
* Manage the internal client support environment and ensure its function operates within agreed targets and SLAs.
* Ensure adequate resource levels are available within the team by managing rotas and recruitment.
* Receive and respond to escalated requests and incidents from the service desk.
* Perform regular reporting and liaise with the Infrastructure Services Manager.
* Manage the inventory and procurement of all IT assets and software licenses.
* Ensure daily routine maintenance checks are completed on key systems.
* Create accurate documentation for instances of hardware failure and repair.
* Evaluate, develop and implement policies and procedures related to computer systems operation.
* Oversee installation, configuration, maintenance, and troubleshooting of end user hardware and software.
* Account Management - ownership of the joiners/leavers process.
* Liaise with and provide training to staff on computer operation and application use.
* Support the wider Group IT in deploying and rolling out internal software applications.
* Liaise cross-functionally with Acquisitions and third-party vendors.
* Monitor and test hardware performance and provide reports.
* Ensure compliance with regulatory standards and support with audits.
* Attend Benchmark Capital Group sites to coordinate support and efforts.
* Manage and consult Incident, Problem and Change Management processes.
* Maintain the current and future ITSM ticketing tool.
The knowledge, experience and qualifications you need:
* Demonstrable technical knowledge of current network protocols and modern client operating systems.
* Experience in conveying technical issues to both specialist and non-specialist audiences.
* Good knowledge of ITIL concepts and ITSM best practices.
* Understanding of networking principles, including TCP/IP and Active Directory.
* Strong customer service and relationship management focus.
* Ability to troubleshoot problems in a timely manner.
* Excellent interpersonal, time management and communication skills.
What you'll be like:
The ideal candidate is energetic, motivated with a proactive attitude, possesses good analytical and problem-solving abilities, and is keen to take on a role in a department with development opportunities.
We're looking for the best, whoever they are:
Our purpose is to provide excellent client outcomes and service. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions.
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