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Service Desk Manager
Job description
Here at Sciensus a new opportunity has arisen for a Service Desk Manager to join our talented IT team.
Essentially, you will be responsible for the leadership and delivery of user-facing support services, business facing service management, and high quality internal and external supplier management.
This is a management role within the IT Department driving change and excellence through your focus on exceptional performance management.
You will have full responsibility and day to day management for the tech support team and ensure that skills and experience match requirements of the services provided.
We will expect you to proactively identify service improvement opportunities, lead on the implementation along with owning software licensing and pro-actively drive cost savings and efficiency where possible.
What key skills do I need to apply:
1. Previous experience managing or supervising an IT service desk team, ideally within a healthcare or similarly high-demand industry.
2. Strong familiarity with Microsoft 365, Azure, Windows Server, Active Directory, and Microsoft Exchange.
3. Experience in managing user accounts, permissions, and policies within a Microsoft environment.
4. Demonstrated ability in managing customer interactions and ensuring a high level of service satisfaction.
5. Skilled in coaching and training service desk staff to deliver customer-focused support.
6. Experience of developing new policies, processes and procedures and successfully embedding them across multiple teams.
7. Hands-on experience with service management tools, such as ServiceNow, Zendesk and Ivanti (desirable).
8. Experience in creating reports on key performance indicators (KPIs) and using analytics to drive continuous improvement on the service desk.
9. Ability to manage and track SLAs, ensuring timely resolution of incidents.
10. Skilled in diagnosing and resolving a wide range of technical issues within Microsoft environments.
11. Proficient in identifying root causes and implementing long-term solutions to minimise repeat issues.
12. Experience of managing cloud services and cloud service providers.
13. Ability to convey technical detail in a non-technical manner to non-technical staff.
14. Line / People management.
Understanding of ITIL principles, particularly incident, problem, and change management processes.
Sciensus is a place that values difference and promotes respect. We are committed to the fair treatment of all candidates, regardless of race, gender, religion, sexual orientation, age or disability.
We actively promote equality for all, welcome applications from a wide range of candidates and select interviewees based on skills, qualifications, and experience.
Sciensus takes equal opportunities and improving the working lives of our colleagues seriously, which could include flexible working. We also support with any reasonable adjustments required. Please talk to us during the application process to discuss any reasonable adjustments you may require.
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