IT Service Desk Manager:
Location: Chorley with UK Travel – On-Site 5 Days per week
Reports to: Group IT Director
Direct Reports: 3
Salary: £45-50K
As the IT Service Desk Manager, you will be instrumental in enhancing and managing our IT support operations. Leading a dedicated service desk team, you will ensure the efficient resolution of technical issues while driving the strategic development of our IT support function. By implementing ITIL v4 best practices, you will streamline processes, reinforce service delivery, and enhance user satisfaction across the organisation. Your technical expertise will be vital for managing various platforms and tools, including Microsoft suites, asset management, and bespoke internal systems. This role requires a balance of leadership, technical proficiency, and a focus on continuous improvement. Reporting to the Group IT Director, your insights will influence our IT strategy, ensuring alignment with our business objectives.
Principal Accountabilities:
1. Develop and uphold service management processes aligned with ITIL v4 best practices for optimal service delivery.
2. Lead and mentor the service desk team to ensure quick and effective resolution of IT issues.
3. Provide technical support for Microsoft O365, Exchange, SharePoint, OneDrive, Azure, and Intune.
4. Oversee the setup, distribution, maintenance, and troubleshooting of company IT assets, such as laptops, workstations, and mobile devices.
5. Create and review KPIs based on ITIL v4 practices, driving continuous improvement through analysis of performance metrics and feedback.
6. Facilitate clear, transparent, and timely communication between IT, employees, and senior/executive leadership.
7. Collaborate with the Group IT Director on strategic planning, service design, and service transition processes to meet organisational goals.
8. Lead the team in efficient incident management, focusing on identifying and resolving root causes of recurring issues.
9. Manage changes in the IT environment, ensuring they are properly assessed, approved, implemented, and reviewed per ITIL standards.
10. Foster a culture of continuous learning, ensuring the team stays updated with IT advancements.
11. Apply networking expertise to diagnose connectivity issues and configure permissions.
12. Administer the Fresh Service ticketing system, ensuring efficient ticket handling, timely issue resolution, and accurate reporting.
The Person:
Required Qualifications & Professional Membership(s):
1. Bachelor’s degree in computer science, Information Systems, or a related field, or equivalent experience.
Knowledge & Experience:
1. Proven experience in a similar role, managing an IT service desk or IT team.
2. Deep understanding and experience with ITIL v4 best practices.
3. Proficiency in Microsoft O365, Exchange, SharePoint, OneDrive, Azure, and Intune.
4. Technical capability to handle 1st and 2nd line support issues.
5. Strong background in IT asset management best practices.
6. Experience with Fresh Service or a similar ticketing system.
7. Demonstrated ability in all aspects of people management, including coaching, mentoring, and supporting team development.
Skills & Personal Qualities:
1. Advanced organisational skills.
2. Excellent written and verbal communication skills.
3. Highly organised and efficient.
4. Proactive and hardworking attitude.
5. Ability to solve real-world technology challenges.
6. Results-driven, and proactive, with an analytical approach to problem-solving.
7. Meticulous and deadline oriented.
8. Professional attitude with a collaborative mindset.
9. Ability to thrive in a fast-paced environment and manage multiple projects simultaneously.
Our Values:
Safety: Commitment to outstanding health, safety, and environmental performance.
When undertaking their role, employees commit to:
1. Demonstrate high standards and promote a positive safety culture of mutual trust, openness, and confidence.
2. Ensure their teams have the knowledge, equipment, and training to work safely.
3. Communicate health and safety matters to their teams and implement action plans.
4. Respond quickly to reports of risks or hazards that could cause harm.
5. Report accidents, near misses, and incidents promptly and ensure timely investigations.
6. Promote safe working behaviours and thinking in all activities.
7. Ensure compliance with all relevant safety standards, rules, and procedures.
8. Coach and develop team members to improve safety.
Service: Dedication to delivering outstanding customer service every day.
Customer Focus:
1. Support each other to succeed.
2. Collaborate to fix issues together.
3. Work openly and transparently, sharing information freely.
4. Clarify information before assessing the impact.
5. Follow through on commitments.
6. Be open to new ideas and ways of working.
7. Prioritize face-to-face and voice-to-voice communication.
Specialist: Constantly striving to add value, improvement, and innovation through domain knowledge and experience.
If you are a dedicated professional with a passion for service excellence and a drive for continuous improvement, we want to hear from you. Join our dynamic team and help us deliver top-tier IT support across the organisation. Apply today to take the next step in your career!
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