Service Desk Manager

Service Desk Manager - 55k - 65k
Location: Bromley, Kent
Type: Permanent, Full Time

Role Overview

We are seeking a dedicated Service Desk Manager to lead our service desk team, reporting directly to the Chief Digital and Information Officer. This role will manage end-to-end IT support and maintenance across a range of systems, ensuring high-quality service delivery from initial customer contact to resolution of complex technical issues.

Key Responsibilities

• Team Leadership: Oversee day-to-day operations of the Service Desk, including staff task management, rotas, and escalation point for technical and customer service matters.
• Technical Oversight: Engage in hands-on support, spanning systems management, troubleshooting, and triage, ensuring seamless operation of user devices, core administration systems, telephony, and the Salesforce platform.
• Service Management: Take ownership of support calls, from allocation to closure, prioritizing incidents, providing regular updates, and ensuring adherence to SLA standards.
• Incident and Problem Resolution: Coordinate the resolution of service requests and complex issues, maintaining compliance with incident management protocols.
• System Maintenance: Manage after-hours maintenance tasks, oversee backups, security protocols, capacity planning, and software/hardware updates.
• User and System Management: Facilitate user provisioning and end-user device life cycle management, conduct system access audits, and ensure anti-virus and vulnerability patches are current.
• Reporting and Compliance: Generate Service Desk reports on SLA metrics, manage configuration standards, and ensure alignment with IT compliance requirements.

Requirements

• Experience: Minimum 5 years in an IT Helpdesk or IT Service support role, with hands-on experience in incident and problem management.
• Certifications: ITIL Framework certified, with a strong understanding of Active Directory, Azure AD, O365, and basic networking.
• Leadership and Communication: Proven leadership skills with the ability to inspire and motivate a team, alongside excellent communication for clear and timely updates.
• Technical Skills: Proficiency in managing PC hardware/software setup, configuration, and troubleshooting, along with basic network understanding.
• Project Management: Demonstrated project management experience is beneficial.
• Other: Full UK driving license required.

Location

Based in Bromley with potential for hybrid work arrangements based on business needs.

How to apply

If you would like to take advantage of this fantastic opportunity, please apply by sending your CV to the links below.