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About
Help Desk Team Manager
Location: Bracknell
Salary: £48k plus 3% bonus
Candidates must be willing and eligible for SC clearance for this role.
You will join a global IT Consultancy and oversee a service desk team consisting of 1st, 2nd, and 3rd Line support technicians. This role offers a chance to expand one's IT knowledge and management skills. The ideal candidate should possess strong leadership and communication abilities and be capable of mentoring junior team members. Self-study and training opportunities are available for upskilling in specific technologies related to the role.
The position involves working with an on-site team supporting customers at various locations within the UK. This technical role requires liaising with key stakeholders to provide guidance and support.
Key Responsibilities
Oversee the daily operations of the service desk, ensuring timely resolution of IT issues and requests. Implement and monitor service level agreements (SLAs) and key performance indicators (KPIs) to maintain high-quality support standards. Create and update processes and instructions for the team. Design and implement automation workflows to streamline incident management, request fulfillment, and repetitive tasks using ITSM tools such as Microsoft Service Centre Service Manager. Manage service management, performance/people management, communication, and recruitment activities. Manage incidents to resolution in collaboration with third parties, keeping records updated according to agreed work instructions. Escalate when necessary.
Your Experience
Leadership experience with IT support and infrastructure knowledge, including:
Virtualisation (VMWare/Horizon) Microsoft Server 2019 CISCO/Juniper network devices Trellix/Trend Active Directory Exchange ITIL Processes Your benefits:
26 Days annual leave plus public holidays (3 flexible)
Pension - Double matching contributions of up to 10%
Life assurance
Companywide incentive plans
Your choices (Flexible benefits such as increased holidays / travel / dental critical illness and more)
Perks at work - employee discounts
Employee assistance programme / virtual GP
Nice-to-have skills
* VMWare
* Cisco
* Juniper
* Active Directory
* Bracknell, England
Work experience
* Systems Administrator
* IT Project Manager
Languages
* English
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Technology, Information and Internet
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