Service Desk Manager - Contract
As Service Desk Manager, you will head up the European region of the global team responsible for desk-side and remote support to company employees.
The Service Desk Manager will be responsible for:
- Provide advanced support and assistance to distributed and local end-users to maintain a secure and productive working environment.
- Set the working objectives and task priorities of Service Desk staff.
- Work in conjunction with superiors and peers to enhance and refine service offerings and support capabilities.
- Assist the European infrastructure team with advanced support and systems maintenance tasks as requested.
- Act as a local point of escalation for other leaders within the Organisation at a regional level, managing locally where feasible, escalating globally where appropriate.
- Mentor and develop others within the team as required.
- Able to provide advanced support and troubleshoot Microsoft Windows operating systems 10, 11 and Microsoft Office 365 (Teams and Outlook) along with any other authorized desktop applications.
- Work closely with colleagues in Group IT Service Operations teams (Infrastructure and Security) to Deliver a consistent quality of service.
The Service Desk Manager will have the following:
- Strong experience in managing front-line service desk analysts / technical support roles.
- A technically strong, well-rounded IT Service desk Team Leader with strong experience and advanced troubleshooting skills covering and not limited to Microsoft Windows operating systems and Microsoft Office 365 (Teams, Outlook, Endpoint Manager, Intune, Exchange).
- Appropriate qualifications and/or training in the delivery of ITSM.
- Experience in working and leading fast-paced customer focus teams.
- Experienced in managing and leading projects.
- People Manager with strong interpersonal, motivational & communication skills required for coaching and mentoring team members.
- Advanced troubleshooting skills. The ability to quickly troubleshoot problems of varied complexity with limited data or information resulting in the best solution for the customer.
- Strong Microsoft Office skills.
- Ability to effectively break down and communicate complex ideas/problems across teams.
- Experience practicing ITIL principles (Including Incident, Problem, Change and Configuration Management)
How to Apply if You’re Interested in this Job:
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Service Desk Manager