IT Service Desk Manager - Lichfield, United Kingdom - AX UK

AX UK
AX UK
Verified Company
Lichfield, United Kingdom

1 month ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

AX is proud of our corporate journey from our business launch over 20 years' ago, our mission and service portfolio focussed on 'Keeping Drivers Driving'.


A little bit about us

Today we are proud to be trusted by many of the UK's largest dealer groups, fleet companies, and insurers, to deliver software solutions, insurance services, telematics technology and accident assistance services to their customers.

We pride ourselves on keeping drivers driving and being experts at caring for people and cars.

Our values of Inspired to Innovate, Always Respectful, Fully Accountable and Delivering Delight are embedded into our culture which puts people at the heart of everythingwe do.

We have a strong culture that puts colleague wellbeing first and believe that developing and engaging with our colleagues is fundamental to ensure we provide an industry leading service to our partners and our customers.


Purpose of the Role:


Out IT Teams sit at the heart of our operation, ensuring development of programmes, systems and technology - driving innovation in our product services, and enabling our colleagues to embrace digital technology, through the provision of systems, training andhelpdesk support.

We are seeking an IT Service Desk Manager, to efficiently and effectively manage the service desk; ensuring that calls are recorded, incident status is monitored, and colleagues' needs are met in line with business priorities.

Our ideal individual will proactively look to improve overall service provision, ensuring efficiency and professional solutions to IT service requirements, within mutually agreed service timeframes.


Your responsibilities will include:


  • Providing first line support for IT queries across the business, analysing and fixing issues where appropriate or escalating when required
  • Monitoring individual and team delivery of agreed service level and targets, driving improvement.
  • Ensuring the smooth productive operation of the department through effective
  • Planning and resource management
  • Setting service level standards and managing delivery to the business
  • Facilitating and owning the supply chain for the equipment procurement
  • Overseeing the incident log, allocation and prioritisation of work to IT Support Technicians, monitoring the effective and timely identification and resolution of issues
  • Actively monitor status of incidents overseeing the quality and quantity of work
  • Producing timely, workable solutions for the department, supporting resolution of issues prior to referral to 2nd Line Support
  • Ensuring visibility of team's performance working on the concept that if it can't be measured it can't be managed
  • Taking full ownership of managing the team's performance which includes attendance, attrition, all HR issues, achievement of targets and objectives in line with company guidelines and processes and procedures

The skills and behaviours you will bring to us:

  • Previous experience in a similar role, including diagnosing, repairing and solving hardware/software, laptop, desktop, mobile device & network related issues
  • Formal IT qualification
  • Experience of dealing with homeworkers/offsite users
  • Knowledge of Windows 10, Windows Server 2016/2019 and Office 36
  • Knowledge of Microsoft Exchange
  • Knowledge of Networking, Telephony and Active Directory.
  • Excellent communication skills with a customeroriented approach
  • A keen interest in technology, what's current & new/coming to market
  • Ability to remain calm under pressure and use your initiative to research solutions or seek support from the appropriate channel
  • Accuracy and attentive to detail, with good prioritising skills
  • Confident and assertive leader, able to manage and resolve conflict
  • Ability to work unsupervised using own initiative
  • Excellent influencing and communication skills with the ability to develop strong business relationships with all key stakeholders
  • Adaptable, tenacious selfstarter who is results orientated and proactive in approach
  • Ability to look at the bigger picture and understand the impact a course of action can have both in the short term and long term
  • Be able to demonstrate coaching and mentoring skills


Along with a highly competitive salary, you will also receive a range of benefits including 22 days holiday (plus bank holidays), rising to 27 with length of service, Bupa Healthcare, Life Insurance at 4 x salary, Employee Assistance Programmes, and ongoingprofessional development.

Are you concerned you don't have all the requirements we would like?

AX is committed to supporting all communities we serve, through our dedication to creating an inclusive, diverse, and collaborative environment, where people feel comfortable being themselves at work.

Even if you think your skills and any experience doesn't perfectly align, your values and core behaviours may.
Take a further may be the perfect person for us - and us for you

REF
More jobs from AX UK
See all jobs of AX UK