High-growth business in Billericay is looking for an IT Service Desk Manager to join the team. Leading a team of 5 Service Desk Analysts, in this role you will own the budget, performance and continuous improvement of the IT Service Management function.
Responsibilities:
- Lead, mentor and manage a small team of Service Desk Analysts to ensure fantastic service is delivered to business users. This will including hiring activity, regular staff appraisals, rota and queue management for the team.
- Improve, maintain, develop process and ways of working to drive continuous improvement (ITIL).
- Create a positive team environment that gets the best from everyone.
- Report on Service oriented KPIs and other metrics, spot trends and deliver insight to the business. PowerBI skills for this purpose would be useful.
- Act as technical escalation point for incidents, complex issues and challenging stakeholders.
- IT Asset management, including budget, policy and process development.
About you:
- Track record in managing people within an ITIL environment providing Service Desk Support.
- Good communicator, able to build rapport with your team, the wider IT team / management team and business stakeholders.
- A coaching style which gets the most for people and drives improvement.
- Enough technical skill to act as an escalation point and offer trouble shooting solutions. Working knowledge of Mircosoft Azure, Active Directory, Exchange, and Microsoft 365.
- Good Service Management reporting skills – Utilising ITSM and/or PowerBI
This role will require at least 4 days per week onsite, with the team running an extended business day shift (8-6). Comprehensive benefits package.
Please apply today for immediate CV review.
Kinetech is acting as an employment business in relation to this hire. See our website for more information on how we handle your data.