IT Service Desk Manager

IT Service Desk Manager
Westbury, Wiltshire
Up to £45,000 DOE
40 hours: Between the hours of 08:00 and 18:00.

Benefits for you:

1. Working for an official Great Place to Work️ and UK Best Workplace for three years running!
2. Working for a Best UK Workplace for Wellbeing.
3. Working with our award-winning team - we are winners at the IOIC Employee Engagement Awards.
4. Recipients of the Bronze Award under the Armed Forces Covenant.
5. Access to 100s of employee perks on Perkbox.
6. Auto-enrolment pension.
7. A day off for your Birthday.
8. Enhanced Maternity and Paternity policies.
9. Access to our wellness programme and Employee Assistance Programmes, including WeCare from Canada Life (EAP with 24HR Online GP access and second Medical Opinion).
10. Mental Health First Aiders.
11. Reward and recognition programmes, including our annual setting standards awards.
12. Annual appraisals programme and progression opportunities.
13. Manufacturer training and access to our in-house training hub.
14. Death in service benefit.
15. 23 days of annual leave plus Bank Holidays.

Your Role:
We are looking for a proactive and engaged IT Service Desk Manager who wants to play a key role in our company. The IT Service Desk Manager will be responsible for overseeing the day-to-day operations of the IT service desk, ensuring that support services are provided efficiently, effectively, and in line with business needs. This role involves leading & managing a team of service desk analysts, driving continuous improvement in customer service, and ensuring adherence to service level agreements (SLAs). The IT Service Desk Manager will play a key role in implementing ITIL best practices, managing escalations, and serving as the primary point of contact for all IT service-related inquiries.

Day to day, you will:

1. Directly lead, manage and actively motivate your team ensuring that a high performing team working culture is developed and sustained as well as continuous improvement, learning and development.
2. The monitoring of team performance to ensure that it meets a minimum level of 80% of SLA priority performance levels, always ensuring they are progressed in a professional, efficient and timely manner.
3. Assistance with technical implementations, service desk incidents and problem resolution.
4. Directly support the IT service desk analysts in incident and problem resolution providing training where necessary.
5. Responsible for all service desk provision and delivery of IT hardware to new members of staff joining the Group.
6. Monitor and manage the ticketing system, ensuring that all tickets are assigned, escalated, and resolved within agreed SLAs.
7. Develop and maintain documentation related to service desk procedures, policies, and knowledge base articles.
8. Conduct regular customer satisfaction surveys and implement feedback to improve service delivery.
9. Provide a high standard of technical support to all clients for the network, voice, desktop & group software in order to meet the agreed business service levels.
10. Provide support and assistance to your team as well as our users to allow them to fully utilise the benefits of the desktop environment, providing training as required.
11. Demonstrate an understanding and awareness of the agreed business service levels and how they can affect the prioritisation of work delivered whilst promoting these to your team.
12. Take responsibility for issues and problems that are assigned to you or your team and ensure that they are resolved within the agreed business service levels, escalating to the Infrastructure Team as appropriate.
13. Recognise any patterns of problems and communicate to / work with the Infrastructure Team to help deliver long term solutions / improvements to prevent repeat problems.
14. Maintain excellent technical product and application knowledge as required to provide support of server, desktop, voice & data network.
15. Provide specific product or application administrative support as defined by your line manager and ensure that colleagues are trained and provided with adequate documentation.
16. Undertake performance management and regular 1 to 1 sessions for all direct reports.
17. Ensure that all IT Change is administered correctly in terms of communications and documentation to your team, immediate colleagues and business users as a whole.
18. Undertake support in the delivery of IT projects as assigned to you and under supervision of the IT Infrastructure Manager.
19. Establish, develop and maintain effective working relationships with all work colleagues, contractors to ensure an integrated contribution to the IT department's objectives.
20. Observe and comply with policies and procedures for Health and Safety at Work and promote great customer care.
21. Participate in learning and development activities that develop personal effectiveness and assist in improving performance in the role.
22. Undertake any other duties as may reasonably be required in line with the level of responsibility of the post and in order to meet the changing needs of the business.

Skills & Behaviours Required for this Role:

1. Resilience - A resilient person is someone who has strong coping skills and can draw on these when life presents challenges.
2. Organisation- This role requires a highly organised individual, who can manage conflicting priorities and meet deadlines.
3. Communication- This role requires an individual with strong verbal and written communication skills, to communicate with all stakeholders.
4. Team Collaboration- This role requires an individual who can work effectively within and lead a team, while assisting others, and providing support when necessary. Additionally, the right candidate will contribute to the overall goals of the organisation.

This role will be a great fit for you if:

1. Excellent customer service skills gain in a busy work environment.
2. Computer literate with experience of using IT systems including MS Office 365 programs regularly in a business environment.
3. Ability to explain technical issues clearly and simply to non-technical people.
4. Previous experience in an IT support management role- preferred.
5. Experience of service management ticket based systems.
6. Experience of 1st and 2nd line support.
7. Understanding of IP and networking.
8. Experience using Keyloop Autoline Rev8 - DMS.
9. Computing or IT support qualification.
10. Microsoft Certified Professional accreditations.