TECHNICAL HELPDESK MANAGER (3rd Line Product Support)
Hours: 35 hours per week
Shift pattern: Monday to Friday, 9am - 5pm
Salary: Competitive Salary
Location: Hybrid to New Milton - 70/30 split office/home
May have some travel in line with business needs
This role is a UK based role and any hybrid/remote work must also be within the UK.
Start Date: January/February 2025
For this role, you need 5mpbs upload and 15mpbs download internet speed.
Appello Perks
* 25 days holiday in addition to bank holidays
* Private Medical Insurance for Self
* Discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more.
* 24/7 employee assistance programme with an easily accessible app!
* Family and friends’ discounts on our services & products
* Pension Scheme, up to 4% Company matched
* Free on-site parking
ABOUT YOU
Are you a seasoned IT professional with a passion for leading technical teams and driving excellence in IT service operations? We are looking for someone with demonstrable experience in IT service desk or IT operations roles, and significant years of experience managing or supervising technical teams. Your expertise in Change and Release Management, aligned with ITIL best practices, will be crucial in ensuring smooth service transitions.
You hold a Bachelor's degree in Computer Science, Information Technology, or a related field, or have equivalent experience. ITIL certifications are a must, with ITIL Foundation required and Managing Professional or Expert highly advantageous. Certifications in relevant technologies such as SQL, Azure/AWS, Router and Firewall management, GSM/LTE, and Genesys will set you apart.
Your familiarity with ITSM tools like FreshService and Jira Service Management, combined with strong troubleshooting and problem-solving skills, makes you adept at navigating complex IT environments. You have a keen eye for detail, capable of managing change schedules, testing results, and CMDB updates meticulously.
As a strong communicator, you can articulate complex technical details to both technical and non-technical stakeholders. Your analytical skills help you assess potential risks and determine the best approaches to mitigate disruptions. Collaborative by nature, you excel at working across departments and with third parties to align on key change, release, and testing activities.
In high-pressure environments, you shine as a problem-solver, quickly identifying and resolving issues to ensure changes and releases proceed smoothly. If this sounds like you, we’d love to have you on our team!
THE ROLE
* Lead and Inspire: Manage a talented team of third-line technicians, fostering a culture of continuous improvement and technical excellence.
* Solve Complex Issues: Tackle challenging technical problems and provide advanced support for a diverse and dispersed IT infrastructure.
* Drive Service Improvements: Implement and oversee Change and Release processes, ensuring smooth Service Transition and maintaining an accurate Configuration Management Database (CMDB).
READY TO APPLY
If you are interested in this role please upload your CV and answer a few questions about yourself.
OTHER INFORMATION
This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.
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