Service Desk Manager
Salary: £35-40k (Depending on Experience)
Work Pattern: Office Based, Monday – Friday, No Weekends
Location: Ringwood, Hampshire
Connect IT Recruitment has teamed up with a managed IT services provider in Ringwood that offers hosted desktop, hosted email, IT support, infrastructure, connectivity, and cyber security. The Service
Desk Manager role entails managing the day-to-day operation of the support function, overseeing the service desk team, providing outstanding customer service, and facilitating continuous development and improvement of the service desk.
Responsibilities:
•Meet/exceed service level obligations and customer service standards
•Provide technical platform support to end-users
•Respond to and log support calls
•Resolve complex Level 3 cases or escalate as needed
•Monitor service desk queues using department best practices
•Manage, develop, and train service desk team
•Document, audit, and improve service desk processes
•Share results from service and performance reviews
•Promote the service desk as a core business asset to senior management
•Manage service desk costs and understand re-chargeable elements outside of SLA
•Communicate regularly with senior management on IT service improvement
•Represent the service desk team with senior management and participate in cross-functional
What we need from you:
•4+ years of experience in remote support with multiple client technology and platform experience
•Expertise in DrayTek or similar UTM systems and firewalls, and UniFi or similar wireless access points
•In-depth knowledge of network protocols, routing, and subnets, and remote support of
Windows 2016, 2019, and 2022
•Proficiency in Exchange 2010 and above, cloud-based telephony/SIP trunks configuration and support
•Experience with MS Office 365, SharePoint, Microsoft Teams, OneDrive, Dropbox/Google Drive
•Knowledge of wireless PTP link connections and scripting/PowerShell, CMD (Google Sheets scripting preferred