Service Desk Manager Job Vacancies at Cardonet IT Support London

Our Vision

We aim to set the industry-recognised benchmark for managed IT services within dynamic, 24/7 industries. This will be delivered by a premier team of problem solvers.

Key Requirements

• Ability to communicate confidently and concisely using business acumen.
• Must evidence the ability to create and maintain strong working relationships with internal end users.
• Ability to coach technical staff to solve technical problems at a system, network or server level maintaining a customer first approach.
• Developing and applying procedures and best practices.
• A proven track record of supervising an internal support team or dealing with escalations.
• Ability to provide Succession Management and continual Improvement
• Evidence strong attention to detail and the ability to both follow and introduce procedures to enhance the service being provided.
• The ability to both set and follow “Best Practice” working practices.
• Provide a point of escalation for executives, end users and service desk engineers.
• Evidence the ability to motivate and inspire the team and embrace new ideas and challenges.

Duties and Responsibilities

• Day to day supervision of the team whilst maintaining a hands-on approach to incident management.
• Own the end-to-end Helpdesk processes.
• Ensure a multi-faceted approach to Performance reporting on service desk activities is being taken.
• Ensure team and business level KPI’s are met and being developed to meet changing needs.
• Work with other support teams to continue delivering the high levels of service.
• Analyse the team workloads against resource availability to always maintain desk coverage and service levels.
• Ensure that systems are fit for purpose, pro-actively monitored and optimised for best practice.
• Pro-actively undertake call analysis to alert service management to issues causing operational overheads.
• Develop strong working relationships with other IT teams.
• Develop and document working practices for service desk members to follow and adhere to.
• Manage the team including individual performance appraisals and objective setting.
• Implement and follow "best practice" for internal end user communication, incident investigation and progression.
• Assist and lead engineers during incident resolution activities.
• There will be a requirement to participate in the team shift patterns and be available to assist with weekend work and out of hours escalation when required.

Experience

• A broad background in end user support.
• Demonstrate experience in managing a service desk and implementing improvement.
• Evidence of ability to deal with end users and staff effectively at a senior level
• Understanding of team management and development
• Desirable: A proven track record of managing complex technical issues.

Skills and Knowledge

• Ability to think and operate at a strategic level.
• Excellent written and verbal communication skills.
• Evidence the ability to communicate complex information in laymen's terms in difficult situations.
• Ability to establish and maintain strong working relationships with users.
• Ability to understand technical issues.

Personal Characteristics

• High level of interpersonal skills and personal drive.
• Enthusiastic and highly motivated.
• Confident communicator.
• “Can do” attitude.
• Likes to upskill his team members.
• Highly organised, flexible and enjoys pace
• Able to use initiative and prioritise work

Working at Cardonet

Discover more about our approach and values, our culture and our modern workspace, as well as other reasons why you should choose us for your next challenge.

How to Apply