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Service Desk Manager
Ashdown Group
London
Hybrid
GBP 100,000 - 125,000
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Job summary
An established industry player in media is on the lookout for an IT Service Desk Team Leader. This pivotal role involves managing a dynamic IT support team across various locations, ensuring top-notch service delivery and adapting to the evolving needs of the business. With a focus on customer satisfaction and operational excellence, you'll thrive in a hybrid working environment that fosters flexibility. Join a vibrant team where your leadership will make a significant impact, and enjoy a competitive salary alongside great benefits, including the opportunity to work in a collaborative atmosphere. If you're passionate about IT and team management, this role is perfect for you.
Qualifications
- Proven experience managing a technical support team in a hybrid environment.
- ITIL 4 certified or understanding of ITIL principles is essential.
Responsibilities
- Oversee IT support procedures and manage requests effectively.
- Adapt to changing requirements in a diverse work environment.
Skills
Team Management
Customer Service
Adaptability
Communication Skills
Education
ITIL 4 Certification
Tools
Freshservice
Office 365
Google Workspace
Job description
A global TV Production and Media organisation is seeking an IT Service Desk Team Leader to manage the IT Technician/1st line IT team across a range of geographical locations both physically and virtually. The main focus of the role is overseeing procedures related to the prioritisation, categorisation, assignment and resolution of IT support requests to meet the needs of the business and employees.
The company is a great place to work, offering hybrid working (3 days a week in the Central London office) and flexibility and other great benefits. The role is paying £45,000-£50,000 depending on experience.
- Experience of managing or supervising a technical support team is essential, preferably in a media business (or other similar dynamic of business) and with team members based in different geographical locations/in a hybrid working environment.
- Capacity to thrive in a diverse and changeable environment, and able to effectively adapt to changing requirements and competing demands is essential.
- ITIL 4 certified to Foundation level or a demonstrable understanding of key principles.
- Experience in the use of service desk/help desk platforms e.g. Freshservice.
- Focused and committed to providing excellent customer service. Able to communicate effectively in a variety of settings and styles, getting the message across with the desired effect.
- Experience in the use of Office 365 and Google Workspace applications. Experience of supporting Macs desirable.
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