IT Service Desk Manager
The Service Desk Manager is responsible for line management of the 1st, 2nd and 3rd line support team, circa 8-10 IT support analysts and you will mentor and develop the engineers under your leadership.
Operating in an established IT MSP with a great customer base will be responsible for ensuring that all incidents and service requests are handled effectively across all channels within agreed service levels.
You will own the knowledge base tool and develop IT Services policies and procedures for its effective use, including review and compliance.
Technical experience
Ability to produce clear, concise and accurate documentation and job notes.
Windows 7 and XP to advanced level.
Office 2003 / 2007 / 2010 / 2013 to advanced level.
Windows Server 20003 / 2008 / 2012 (advantageous) administration, build and
maintenance.
Strong understanding and working knowledge of Active Directory, exchange mailbox
administration.
DNS, group policies, domain controllers.
Good knowledge of Routers, Firewalls, Switches, VPN devices and wireless and other
networking technologies.
Good understanding of AV technologies and experience of their administration.
Strong understanding of backups and restoration methods.
Strong understanding of NTFS and share permissions on previous & current Windows
Server environments.
Exchange 2003 / 2007 / 2010 installation and administration experience
Network design, build and troubleshooting, including switching and routing and problem analysis
Responsibilities
The Service Desk Manager is responsible for managing the IT Service Desk which provides front line Incident and Request Management across all IT services
our customers. You will be responsible for ensuring that all incidents and service requests are handled effectively across all channels within agreed Service Levels to deliver customer
satisfaction. The Service Desk Manager is responsible for developing and implementing the strategy, standards and procedures within which the Service Desk and other related
The post holder owns the Service Desk tool, website and Knowledge Base. They are responsible for analysing usage of applications, incidents and requests to identify problems and proactively reduce call volumes. Ensure recruitment, performance management, training, career development programs, succession planning, resource planning and HR processes are being managed across the
