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IT Service Desk Manager

Employer
Hays.
Location
United Kingdom, Leeds
Salary
Competitive
Closing date
1 Jun 2022

View more

Sector
Consultancy
Job Role
Business Development
Job Type
Permanent
Your new company

Hays Technology are currently recruiting for an enthusiastic and knowledgeable IT Service Desk Manager, for a large public sector organisation based in Leeds. This role is offered on a permanent basis and offers hybrid working.

Your new role

As the IT Service Desk Manager, you will lead the service desk IT support, ensuring that KPI’s are achieved, conducting performance reviews, coaching and developing the team. Within this, you will ensure that technical expertise is shared within the Service Desk Team, in order to foster a high level of customer service.

In your role as the Service Desk Manager, you will analyse tickets, stats and trends, providing daily, weekly, monthly and annual reports on performance. Further, you will identify opportunities to provide proactive support across the business to reduce the number of tickets received by the service desk.

You will manage high profile critical or complex incidents as required and provide updates to management and customers where necessary. Finally, you will initiate and maintain a strong and active working relationship with the user community. This should involve regular meetings and working groups to fully understand individual department needs.

What you’ll need to succeed

  • Excellent stakeholder management skills
  • Demonstrable experience of managing a busy Service Desk team.
  • Demonstrable experience of managing Incidents, Major Incidents and Problems using the ITIL service management framework.
  • Excellent supplier and customer management skills
  • Experience of writing reports to a high standard providing appropriate narrative and leading on data driven decisions.
  • Experience of creating accurate and user-friendly support articles and documents to help users self-solve incidents and service requests
  • Familiarity and working knowledge of: Azure Active Directory, Microsoft M365, O365 and Service Management Systems.
  • Understanding of best practice in relation to cyber security
  • The ability to support users utilising a Microsoft Windows environment incorporating fully functional desktops, laptops and other endpoints.
  • ITIL trained with a good level of working knowledge of its practices.


What you’ll get in return

This exciting opportunity is paying up to £36,000 negotiable on experience and offers excellent benefits. Benefits include hybrid working, and competitive public sector holiday allowance and pension package.

What you need to do now

If you are interested in this role please click 'apply now', or get in touch for more information.

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