Red King Resourcing
IT Service Desk Manager (IT Helpdesk)
Job Location
Warminster, United Kingdom
Job Description
My well established Client is looking for an IT Service Desk Team Manager, an IT professional with a passion for leading support teams. The IT Helpdesk Manager will join a team and lead their IT Helpdesk operations efficiently. This role requires both technical expertise and leadership skills to ensure the smooth running of support services.
Key Responsibilities:
Team Leadership: Lead and mentor a team of 1st and 2nd line support engineers (Currently 2).
Ticket Deep Dive: Conduct in-depth analysis of support tickets to ensure issues are resolved accurately and efficiently.
Service Desk Tools: Use service desk technologies (such as ITSM tools, remote access solutions, and knowledge resources) to manage and track support requests.
ITIL Framework: Ensure all support processes align with ITIL best practices to maintain service excellence.
Technical Support: Provide hands-on support for 1st and 2nd line issues, leveraging your broad technical knowledge in areas like Windows OS, networking, Office 365, and more.
Reporting: Generate and review service metrics to improve operational performance.
Required Skills:
Strong experience in 1st and 2nd line IT support.
Familiarity with ITIL framework and best practices.
Proficient in IT service management (ITSM) tools and remote access solutions.
Experience with troubleshooting a wide range of technical issues.
Excellent communication skills and the ability to work efficiently under pressure.
Desirable:
Certifications in ITIL or related areas.
Please send an up to date CV for an immediate response and more information on a fantastic opportunity with a truly great Client
Location: Warminster, GB
Posted Date: 11/27/2024
Key Responsibilities:
Team Leadership: Lead and mentor a team of 1st and 2nd line support engineers (Currently 2).
Ticket Deep Dive: Conduct in-depth analysis of support tickets to ensure issues are resolved accurately and efficiently.
Service Desk Tools: Use service desk technologies (such as ITSM tools, remote access solutions, and knowledge resources) to manage and track support requests.
ITIL Framework: Ensure all support processes align with ITIL best practices to maintain service excellence.
Technical Support: Provide hands-on support for 1st and 2nd line issues, leveraging your broad technical knowledge in areas like Windows OS, networking, Office 365, and more.
Reporting: Generate and review service metrics to improve operational performance.
Required Skills:
Strong experience in 1st and 2nd line IT support.
Familiarity with ITIL framework and best practices.
Proficient in IT service management (ITSM) tools and remote access solutions.
Experience with troubleshooting a wide range of technical issues.
Excellent communication skills and the ability to work efficiently under pressure.
Desirable:
Certifications in ITIL or related areas.
Please send an up to date CV for an immediate response and more information on a fantastic opportunity with a truly great Client
Location: Warminster, GB
Posted Date: 11/27/2024
Contact Information
| Contact | Human Resources Red King Resourcing |
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