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Service Desk Manager

Posted 22 February by Search Consultancy Easy Apply Ended

Search Consultancy is currently recruiting a Service Desk Manager for a leading IT Solutions business in Sheffield. The Service Desk Manager will be responsible for managing the performance 1st & 2nd line services in the business, to provide outstanding service and support to clients (internal and external).
The Service Desk Manager will have technical experience and understating within the following areas.
* Good knowledge of Windows Server, Virtual environments (VMWare), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus.
* Cloud hosted O365 skills required.
* MS Exchange and Outlook management skills required.
* Knowledge of data backups and schedules including VEAAM and Cloud hosted services.
* Demonstrated PC hardware/software trouble-shooting skills.
The Service Desk Manager will be responsible for.
* managing a technical Service Desk within an ITIL based environment
* Proven experience with ITSM tools and platforms, CMDB, Incident and Problem Management skills
* Manage and coordinate urgent and complicated support issues as well as acting as the escalation point for all incidents and customer issues.
* Develop phone/ticket escalation processes to ensure free flowing escalation and information within the team.
* Ensure root cause analysis of incidents is completed and communicated appropriately to internal and external customers.
* Oversee handover into service and ensure the management database is updated and available to all staff. .
* Provide data and reporting of KPI's and trends to line management and others in ad-hoc, monthly reviews.
* Advise management on situations that may require additional client support or escalation.
* Manage process for communicating outage/emergency activities for all clients.

This is an exciting opportunity to join a rapidly expanding business that is keen to maintain the outstanding reputation the business holds in the market place.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

Required skills

  • Helpdesk
  • Management
  • Support
  • Call logging
  • ServiceDesk Service Desk

Reference: 34533137

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