IT Service Desk Manager - Bromley, United Kingdom - vertex-it-solutions

vertex-it-solutions
vertex-it-solutions
Verified Company
Bromley, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Title:
Service DeskManager

Location:
Principal location Kent but may be required to work at other company customer sites.


Reporting to:
Service Operations Manager


___________________________________________

Role:


  • To manage and own the Service Desk function of the IT Services Division within the Company
  • To ensure the performance of IT support services to customers within contractually agreed metrics
  • Work with all departments, and all customers on a personal basis, to ensure excellent service delivery
  • Responsible and accountable for the daily operational running of the service desk team of approximately 10 Engineers

Skills, Knowledge and Experience:


Essential:

  • ITIL Foundation accreditation
  • 23+ years of Service Desk management experience in a busy MSP environment
  • 5+ years of Support Engineer experience at 1st, 2nd and/or 3rd line support
  • 3+ years' experience in leading a team of technical support engineers, in server, network, and cloud technologies
  • Proven Operational and technical knowledge and experience in Implementing support call resolution and completing known fix / workarounds where appropriate in order to deliver excellence in service levels
  • Forward thinking strategic knowledge of ITIL processes, to streamline and ensure efficiency of the IT department
  • Ability to demonstrate proven and great experience in delivering ITIL Service Desk Objectives in a service management capacity, against financial returns
  • Amazing customer service and communication skills, both written and verbal displays commitment to resolving problems as quickly as possible, communicating with customer and internal staff at all times
  • Excellent team player able to contribute ideas and support fellow team members at all times in ensuring a successful, high performing team
  • Excellent operational experience, in a multimillion pound business, with proven skills of awareness, and customer activity, and risk.
  • Ability to demonstrate and ensure the team hold a Cando, 'customerfocused' attitude, willing to tackle any issues and resolve to seek solutions wherever possible
  • Proven excellent people team leadership and management skills
  • Good overall understanding and broad knowledge of emerging IT systems and technologies
  • Proven experience in Design, implementation, and improvement of ITIL v3 Service Delivery

Desirable:

  • ITIL Practitioner qualified accreditation ITIL-MP, ITIL Master
  • Advanced Windows Server, Cloud and networking technical support and project experience
  • ISO 27001 understanding at an operational level
  • ITIL v3 Service Delivery qualifications in detailed knowledge of
  • Project Management skills. Prince2, PMBOX, PMP, PMI
  • Ability to motivate and drive team members forward to reach goals
  • Operational Ability to 'think outside the box', reactive, and proactively in the best interest of the customer
  • Strong desire to succeed and develop, and maintain at highly performing team
  • Ability to communicate technically to nontechnical audiences
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