What you’ll be doing
1. Day to day supervision & leadership of the team (6 direct reports)
2. Monitoring of holiday leave, sickness, lateness across the team to ensure the appropriate level of cover is maintained
3. Ensure that the team are appropriately trained and made aware of new solutions prior to implementation
4. Development of direct reports, providing training, mentoring, coaching and regular performance reviews
5. Full people management responsibility for a number of staff, to include development and succession planning as required
6. Monitor, identify and organise tickets according to priority
7. Ensure tickets are updated by the service desk engineers in a timely manner
8. Monitor and review the service desk work levels, looking for ageing cases, quality and activity levels, flagging appropriately when there is risk to service levels
9. To handle customer escalations though to resolution or further escalation to management
10. Support service desk engineers with daily activities and advise on best practice and further actions to take on tickets when required
11. Ensure all current processes and procedures are followed within the service desk team
12. Incident analysis to help identify potential trending ‘Problems’
13. Support management of any P1 incidents and outages
14. Ensure all escalations are handled quickly and effectively, managing customer expectations as required
15. Is positive in undertaking any reasonable duties relevant to the position to ensure the success of the department
16. To be involved in project management of new business applications/systems, store related projects, ensuring appropriate support frameworks are in place before “Go Live”
17. To continually improve the perception of IT as a facilitator of continued process and service improvement
18. Participate in and, at times, lead the Change Management process for service desk in the weekly CAB. You will ensure smooth and efficient running of all requests for change that are raised, authorised, actioned and closed in accordance with existing policies
You will have
Essential
19. Minimum of 3-year experience in a previous IT Service Desk role and experience of team leadership
20. Excellent understanding of Service Management and ITIL
21. Excellent troubleshooting skills in the areas of client infrastructure and application support
22. Relevant IT Service Desk experience or IT Desktop Support Experience
23. Sound knowledge of User & Security Groups and Active Directory Administration
24. Proven ability supporting customers across a broad technical environment covering hardware, and software primarily associated with end user computing
25. An overall basic understanding of the following technologies Microsoft Windows 10/11Microsoft ExchangeMicrosoft OfficeActive Directory AdministrationRDS environmentsImage Deployment (SCCM)
26. Excellent verbal and written communication skills, driving local end-user communication
27. Excellent Customer Service Skills
Desirable
28. ITIL Foundation v3 or ITIL Intermediate Certifications
29. Power Automate experience
30. Delivering training to people within a technical environment
31. Experience in resolving complex issues
32. Highly organized
33. Ability to multi-tasking
34. Assertive, confident, positive and professional manner
35. Ability to deal with potentially stressful situations
36. Excellent problem solving and troubleshooting skills
Personal qualities
37. A self-motivated achiever who gains satisfaction from providing excellent customer service
38. Strong Customer focus and ‘Can Do’ attitude
39. Excellent verbal and written communication skills
40. Excellent people management skills
41. A proactive & positive work approach
42. Ability to work under pressure, take ownership of issues, multitask and prioritise
In return you’ll the receive the following:
43. Opportunity to work for the ‘Best Place to work in Travel’, with like-minded colleagues
44. Competitive salary
45. Perkbox - discounts and rewards programme
46. Company matched pension scheme - up to 5% (for this level)
47. 25 days holiday, plus bank holidays (increases with length of service)
48. Enjoy your birthday off
49. Free annual travel insurance, which includes your family and / or partner
50. Long service bonuses
51. Free eye tests
52. Flexible hybrid working trial
53. Cycle to work scheme
54. Discounted Holidays and prize draws
Share this job Location
Dorking - One Dorking Office Park
Department
IT
Job Title
IT Service Desk Manager
City
Dorking
Country
United Kingdom