4 days ago

Technical Support Services Manager

Leeds 45K - 60K Permanent

Job Reference: BBBH38340_1634213623

Service Desk Manager - Leeds - IT Managed Services
£50,000-£60,000 + benefits

OFFICE BASED IN LEEDS 4 / 5 days a week.

I'm looking for a Service Desk Manager for a leading technology, award winning, business in Leeds. The role will be responsible for managing all activities in respect of the Help Centre operations.

You will be the main point of contact for incidents, requests and changes related to the Service Desk. Someone who is adaptable, to the changing paces of the work, someone who can implement change where necessary to maximise productivity, and someone motivated to take charge, and make the team their own.

This will be overseeing a 10-15 person sized team and working in a NOC environment - only candidates with experience of a similar role will be considered.

Key Responsibilities

  • Managing the service desk
  • Accountable for the achievement of the Team KPIs including SLA performance, Incident & Quality Management Frameworks
  • Build and develop capabilities of the Help Centre Management team, both technical and non-technical
  • Mentor and develop skills within this group as necessary.
  • KPI's productivity performance and targets effectively manage individual and team performance; build in regular reviews with team member taking necessary steps to improve overall team performance.
  • SLA Management
  • Personnel / Staff performance and headcount forecasting and recruitment
  • Shift working patterns and controls
  • Escalations and complaints

Technical Requirements

  • 4 -5+ years experience managing a service desk / helpdesk in a technology environment - ideally with a NOC background
  • ITIL Foundation cert (ESSENTIAL)
  • Detailed working knowledge and experience in the following:
    • Helpdesk systems; o Server & Desktop Management
    • Microsoft Operating Systems (Desktop and Server) including Active Directory
    • Controlling and management of IT Assets (including software & hardware)
    • Microsoft application products including O365

Salary on offer is £50K-60k + bonus + benefits

Looking to move ASAP so please send me your latest CV and I will call you to discuss further.

Alex Pettifer - IT Recruitment Consultant - 01384 985 094

Key Words:

Service Desk - Help Desk - Managed Services - Service Desk Manager - Microsoft - 1st Line - 2nd Line - O365 - Software - Hardware - MSP - Digital Transformation - ITIL

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