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Category: IT or Software ›› Desktop Service and Support
Level: Manager (Manager/Supervisor of Staff)
Term: contract, 12 months
Weekly hours: 35.0
Salary: GBP 45400 - 45400 per year
Location: London

IT Service Desk Manager
12 month FTC
£45,400
Hybrid – 3 days London office / 2 days home based

The role of IT Service Desk Manager is working for a UK health charity. Your role will be responsible for managing and leading the IT support desk function (team of 5). You will need good leadership and management skills, along with a broad level of IT technical knowledge and expertise. The role of Service Desk Manager will be a hand-on role providing 3rd line support
The Service Desk Manager will be responsible for implementing and following ITIL best practices. The post holder will have ownership of the SLA and is expected to ensure continued compliance with this. You will be the main point of contact with any 3rd party IT support services and conduct regular review meetings with these 3rd parties to ensure SLAs are being met and support services continue to operate effectively.
Key duties;
• Own IT support for the organisation and ensure IT support is delivered to staff in line effectively
• Managing a team of 5 direct line reports; guidance and solution support daily
• 3rd line support resource for the service desk, as required
• Making sure that IT systems are fit for purpose
• Implement and manage agreed software and services including MS Office 365, Teams, SharePoint, Mimecast, Azure, Snow, Adobe, Salesforce, Service Desk, Audio Visual and other systems
• Reporting to senior management on team performance and KPI’s
• Motivate and inspire the team and embrace new ideas and challenges

Experience required:
• Excellent troubleshooting and problem-solving skills, harnessed from an IT support background
• Proven leader, who can motivate, direct, develop and continually improve the IT support staff and IT support function in the organisation
• Technical support skills of Windows Server including DNS, DHCP, Certificates, Group Policy, Active Directory, Windows Firewall
• Confident technical understanding of Microsoft 365 and Azure
• ITIL certified