Service Desk Manager

Are you an energetic and experienced IT professional looking for your next challenge? Our client, a leading financial company based in Bromley, is seeking a dedicated Service Desk Manager to join their team on a permanent basis offering a competitive salary plus benefits. This on-site role requires a hands-on leader who can thrive in a fast-paced environment, manage a dynamic team, and ensure exceptional IT support. If you're ready to make a significant impact and lead from the front, this is the opportunity for you!

The Service Desk Manager will be responsible for the service desk team and will be reporting into the Chief Digital and Information Officer. The role's day-to-day responsibilities involve providing management and technical expertise to support and maintain all IT systems.

The Service Desk Manager will work across 1st Line interaction with customers through to 3rd Line resolution of complex problems.

Salary: £55,000 - £65,000

About the role:
This is a hands-on role, where you will be involved in the end-to-end IT support across different systems including the core administration system, the Salesforce platform, user devices, and telephony. You will work with systems and service management teams to identify root causes, support technical and functional triage, and resolve service requests.

You will need to have a solid background in an operational IT Help Desk environment. As the manager, you will be responsible for the day-to-day operations of the Service Desk team, including task management of the staff and rotas, assisting with calls via the service desk tool system through to resolution in accordance with SLA's, and providing an escalation point for the service desk and customer services. You will also need to manage and organise any systems maintenance tasks that cannot be performed during normal working hours.

Key Responsibilities & Duties:

1. Take ownership of service desk support call actions, closure, and allocation, prioritisation and escalation of incidents for other members of the team.
2. Provide the business with updates, both written and verbal, regarding resolving problems as quickly as possible using incident management.
3. Support fellow team members in ensuring a successful team, removing roadblocks, conflicts, and enabling technical advice and training when needed.
4. Produce Service Desk reports on SLA's met and any breached.
5. Carry out system access audits to ensure service desk compliance.
6. User provisioning to ensure new user accounts and account deletions are managed correctly.
7. End user lifecycle replacement.
8. Oversee backups, capacity, security, hardware/software and operating system issues with the file servers and network equipment, systems logs.
9. Ensure anti-virus/vulnerability patches are current and up to date on user endpoints.
10. Ensure prioritisation of daily workload.
11. Manage the rollout of software updates for both Head Office and Field Force.
12. Oversee stock allocation for all Foresters employees.

Knowledge, Skills and Experience:

1. 5 years experience within an IT Helpdesk/IT Service support role.
2. ITIL Framework certified.
3. Project Management experience.
4. Strong understanding of incident management.
5. Excellent leadership qualities to motivate and inspire team members.
6. Overall understanding and knowledge of IT systems and technologies.
7. Experience of problem management from initiation through to closure.
8. Good understanding of configuration of Active Directory and Azure AD.
9. Strong understanding of O365.
10. Strong understanding of PC hardware/software set-up/configuration and TCP/IP.
11. Basic understanding of networks.
12. Full driving licence and legally able to drive in the UK.
13. Vendor management.