IT Service Desk Manager

Location
Edinburgh
Salary
£30000 - £35000 per annum
Posted
03 Sep 2017
Closes
01 Oct 2017
Ref
00073024
Contact
Recruitment Genius Ltd
Function
IT
Contract Type
Permanent
Hours
Full Time
This company is an established & expanding Managed Service Provider offering managed IT support & consultancy services to a wide variety of clients who rely on their team to make their technology work for them & not against them. With their commitment to providing an outstanding, innovative service & their core values of integrity & respect, they are confident that they provide a dynamic & rewarding work environment.

They are now looking to recruit an experienced & highly motivated Service Desk Manager to play a pivotal role in the company's future growth & help them to achieve their strategic aims. You will be the 'right stuff' that keeps everyone on the same page & highly motivated. For them, one of the most important things is to have an SDM who can subscribe to their employee ownership culture & vision for the continued & future success of the business. The ability to think like a business owner & understand what it means to be a co-owner of a flourishing business is essential. If you are energetic, enthusiastic & motivated, you will fit right in.

Personal Attributes:

- Have a passion for client service & quality
- Demonstrable leadership ability in creating a strong culture of Service Excellence & Continual Service Improvement
- Understand the importance of the Service Desk in the bigger picture of IT Delivery
- Map ITSM processes such as Problem & Change Management in line with business requirements
- The ability to build rapport with clients & understand their needs clearly is essential
- Strong understanding of prioritisation & the ability to understand & deliver against competing, multiple & different customer needs/demands
- Possess excellent people management & organisational skills
- Be innovative & improvement driven
- Have excellent verbal & written communication skills
- Have proven leadership & coaching skills
- Be a committed & flexible team player
- Be flexible with working hours & willing to respond to short notice business needs

Required Skills/Experience:

- Two years' experience working as a Service Desk Manager as part of an IT service team
- ITIL Foundation qualification or demonstrable understanding of ITIL Service Operation principles
- Demonstrable experience of having delivered Incident, Problem & Knowledge Management
- A broad & up-to-date understanding of network infrastructure, including Windows servers, desktops & laptops, virtualisation, firewalls, switches, VoIP & connectivity
- Technical competence in terms of data analysis & using tools to create dashboards & reports
- Clean & valid driving license
- Microsoft certifications (Desirable)
- Knowledge of ConnectWise, Labtech & BrightGauge (Desirable)

In return, they will provide a competitive salary plus benefits, 30 days' annual leave, the opportunity to become an employee owner & be part of a supportive, friendly work environment, allowing your skills to flourish & experience to broaden. Benefits include employee bonus, employee Health Plan & Death in Service scheme.