IT Service Desk Manager
Line Manger: Director of IT Operations
Primary Purpose and Function
< >To efficiently and effectively manage 1st Line Support services to ensure that calls are recorded, incident status is monitored; customer needs are met in line with business priorities.To provide first line support for IT queries across the business, analysing and fixing issues where appropriate or escalating when requiredTo monitor individual and the team's delivery of agreed service level and targets, driving improvement.To ensure the smooth productive operation of the department through effective
< >To resource and capacity plan in line with anticipated volumes of businessTo set service level standards and manage its delivery to the businessTo oversee the incident log, allocation and prioritisation of work to support technicians, monitoring the effective and timely identification and resolution of issuesTo actively monitor status of incidents overseeing the quality and quantity of workTo produce timely, workable solutions for the department, supporting resolution of issues prior to referral to 2nd Line Support To hold regular team meetings and individual updates to review team and task progressTo identify and develop succession planning at all levelsTo oversee recruitment and selection within the department in line with company proceduresTo complete all probationary reviews and appraisals on time, acting on agreed underperformance, encouraging self-development, agreeing goals and measurement criteriaTo proactively set standards of performance and behaviour. To monitor individual execution managing performance issues with the support from Human Resources, conducting investigations and disciplinaries as neededTo recruit, train and retain a quality workforce focused on delivering department objectivesTo create a culture of development where individuals can reach their potential
< >Ideally previous experience in a similar role, including diagnosing, repairing and solving hardware/software, laptop, desktop, mobile device & network related issuesIdeally a formal IT qualificationExcellent communication skills with a customer-oriented approachA keen interest in technology, what's current & new/coming to marketAbility to remain calm under pressure and use your initiative to research solutions or seek support from the appropriate channelIdeally experience of dealing with homeworkers/offsite usersKnowledge of Windows 7/10 and Office 2010/2013/2016/365Accuracy and attentive to detail, with good prioritising skillsDemonstrate behaviour in line with Company values; Always Respectful, Inspired to Innovate, Delivering Delight and Fully Accountable.