Service Desk Manager
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We are looking for a Service Desk Manager to join us at Bloor Homes Head Office in Measham, Swadlincote.
… But first, why join us?
About Bloor Homes:
We built our first house in 1969. Every possible detail was taken into consideration back then to create a beautiful home. The same is still true today.
We understand that buying a new home is an important decision and that everything, from the location to the build quality, has to stand the test of time for our customers.
As a family-run housebuilder, our team of highly skilled craftspeople ensure care and attention goes into every one of our homes.
We give sympathetic consideration to the areas we build in to design welcoming settings with variety of home types and space, making every effort to preserve natural features and the conservation of wildlife.
Our strong commitment to create homes that our customers are proud to own - and that we would love ourselves or family and friends to live in - is what has always driven us. It’s why we’re proud to be a five-star housebuilder and it’s why we’re dedicated to creating better life experiences. One home at a time.
IT at Bloor Homes:
Are you looking for an exciting opportunity to lead a dynamic IT service desk? We are investing in new core business systems and expanding our operations, creating a fantastic opportunity for growth and development.
As our Service Desk Manager, you will play a key role in shaping our IT support services, driving improvements, and leading a close-knit team of committed and skilled professionals. You'll have a high degree of autonomy to develop staff, enhance processes, and contribute to a variety of new projects.
We offer excellent investment in skills and training, providing opportunities for career progression and increased responsibility. If you’re passionate about IT service management and eager to make a real impact, we’d love to hear from you!
What Benefits You Can Expect:
We strongly believe in rewarding and recognising the hard work our employees put in every day which is why in return you can expect to receive the following benefits.
* Competitive salary
* Generous holiday entitlement
* Holiday buy & carry over
* Competitive bonus scheme
* Company Car Benefit
* BUPA Cover
* Enhanced Family Policy
* Generous Pension Scheme
* Microsoft Office Discount
* High Street Retail Discount
* Wellbeing initiatives
* Option to join the salary sacrifice car scheme
* Life Assurance at 6 times your basic salary
* Employee discount on our Homes and & some building materials
*
Employee discount at Triumph Motorcycles Ltd.
What Will Your Day Look Like?
The Service Desk Manager role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. Other duties include:
* Manage Service Desk activities and staff
* Track and analyse trends in Service Desk requests and generate statistical reports for team performance review with the IT Director and inclusion in the monthly board meeting.
* Manage incoming support requests: monitor and respond to issues submitted through our internal service desk.
* Assess the urgency and impact of reported incidents and assign them to the relevant team members for either Incident Management or Problem Management.
* Track issue resolution, ensure timely resolution of all support requests and keep customers regularly informed of progress in line with SLAs.
* Identify areas for improvement in service delivery and implement changes.
* Develop and maintain service desk policies and procedures and documentation, update and improve Support desk internal documentation.
* Communicate effectively with stakeholders to understand their needs and provide appropriate solutions, improvements and programmes of change.
* Training, coach and mentor Service Desk staff whilst developing a sound succession plan.
Please see the job description for further duties.
What You'll Need To Succeed:
- Previous experience as a Service Desk Manager (or similar).
- Experience with desktop operating systems Windows 10/11.
- Extensive application support experience with Microsoft Office.
- Good understanding of working in an ITIL environment and working knowledge of ITIL principles and processes.
- Knowledge of advanced computer hardware.
- Proven written and verbal communication skills.
- Proficient in the use of MS Office 365
- Ability to conduct research into a wide range of computing issues is required.
- Proven analytical and problem-solving abilities.
- Microsoft Certified IT Professional. (Desirable)
- Experience with server operating systems and applications, including Windows 2016/2019 and 2022. (Desirable)
Please see Person Specification for more information.
Our talent is what sets us aside from our competitors. Working at Bloor Homes, you can expect to be part of a community of exceptionally talented, likeminded people who help to support and develop one another.
If our Service Desk Manager role sounds like the perfect role for you, please Click 'Apply now' and get your career started with us today