Service Desk Manager
Ashgates IT are seeking a customer focused, experienced and certified Service Desk Manager or an experienced Third Line Engineer looking to take their first steps into Service Desk Management to our dynamic, fast growing Service Desk Team in Derby.
Providing first class IT support and projects to our fast-growing IT client base, our ideal candidate will be an experienced Senior Service Desk Manager, or an experienced Third Line Engineer looking to take their first steps into Service Desk Management from an IT Services or support background, self-motivated, a natural problem solver with the ability to work in a fast-paced environment. They will have a natural empathetic ability, a keen eye for detail and be risk averse. They will be able to work equally as well on their own and as part of a team. They will maintain our very high standards of service delivery and make a telling positive impact on our team and our client service.
Key Responsibilities & Duties
Key skills / attributes
Qualifications
At least one high level industry recognised technical qualification, such as MCSA, MCSE, CCNA.
Desirable: ITIL.
Training
We are passionate about training and developing our staff. On the job training and mentoring will be provided. The opportunity to complete further industry qualifications in-line with the role will be available after probationary period.
Competitive salary (based on qualifications & experience) & workplace pension.
To apply please send a covering email, CV and current salary to jobs@ashgatesit.co.uk
Providing first class IT support and projects to our fast-growing IT client base, our ideal candidate will be an experienced Senior Service Desk Manager, or an experienced Third Line Engineer looking to take their first steps into Service Desk Management from an IT Services or support background, self-motivated, a natural problem solver with the ability to work in a fast-paced environment. They will have a natural empathetic ability, a keen eye for detail and be risk averse. They will be able to work equally as well on their own and as part of a team. They will maintain our very high standards of service delivery and make a telling positive impact on our team and our client service.
Key Responsibilities & Duties
- Managing the Service Desk day to day, ensuring staff are meeting SLAs
- Leading the Service Desk delivery day to day
- Assisting the Director of IT with client and business roadmap and strategy
- Contributing to client and business roadmap and strategy
- Assisting the Director of IT with service delivery improvement
- Being the main escalation point for the Service Desk Team
- Building strong relationships with the Service Desk Team and our clients
- Building strong relationships with our clients
- Building and contributing to Policies and procedures
- Ensuring clients receive consistently high levels of service from the Service Desk
- Providing a consistently high standard of technical support and service to end users and business owners.
- Providing third line support remotely and on-site.
- Taking ownership of own workload, prioritising, and managing own workload to ensure client SLAs are met.
- Ensuring Service Desk Team take ownership of own workload, prioritising, and managing their own workload to ensure client SLAs are met.
- Ensuring the Service Desk Team delivery consistently high standards of work.
- Acting as the lead technical engineer within the team
- Acting as the lead technical engineer in project rollouts and organisation
- Identifying and mitigating risk
- Identifying opportunities for improvement and development
- Managing and motivating Service Desk Team on a day to day basis.
- Analytical tasks, such as reporting and monitoring
Key skills / attributes
- 3 Years’ experience in a similar role or 3 Years in a Third Line Engineer role, looking to take first steps into Management.
- Aptitude and hunger for Technology
- Excellent problem-solving skills
- Excellent communication and interpersonal skills
- Excellent attention to detail
- Excellent planning skills
- Demonstrate Driving continuous improvement
- Able to make a telling positive impact on the Service Team and Service delivery
- Receptive to feedback and idea sharing
- ITIL experience
- Work to and maintain high standards
- Excellent time management and prioritisation skills
- Team Leadership skills
- Outcome focussed, delivering at pace and successfully
- Adaptable & flexible
- Security focussed
- Risk focussed
- Honest & reliable, self-motivated, able to work as part of a team, as an individual and under pressure
- Excellent documentation skills
- Must have driving licence, own vehicle and be happy to travel to client sites.
- Excellent, in-depth technical knowledge and experience working with:
- Windows Desktop
- Windows Server
- Active Directory
- DHCP
- DNS
- Networking
- Firewalls
- Routers
- Wireless Access Points
- PC & Server Hardware
- Office 365
- Anti-Virus applications
- Hyper-V
- Backup applications
Qualifications
At least one high level industry recognised technical qualification, such as MCSA, MCSE, CCNA.
Desirable: ITIL.
Training
We are passionate about training and developing our staff. On the job training and mentoring will be provided. The opportunity to complete further industry qualifications in-line with the role will be available after probationary period.
Competitive salary (based on qualifications & experience) & workplace pension.
To apply please send a covering email, CV and current salary to jobs@ashgatesit.co.uk
