ICT Service Desk Manager - FTC until end of 2018, London

London (Greater)
£39k pa
07 Nov 2017
16 Nov 2017
Contract Type
Full Time
A non for profit organisation in London is seeking support within their IT Team. As such, we are on the search for a ICT Service Desk Manager to support them until the end of 2018.

Salary: 39k
Contract length: End of 2018
Location: Central London

Key responsibilities:

*To ensure that all requests from customers are handled promptly and effectively, ensuring that agreed service levels are met.
*To ensure all requests that cannot be directly resolved, provide an effective interface at the highest level between customers and service providers; ensuring that priority setting and escalation procedures are applied effectively.
*To ensure high quality services are provided to internal and external customers through the development and maintenance of robust IT policies and procedures.
*To improve efficiency and effectiveness of Service Desk activity by analyzing and proposing recommendations for improvement.
*To produce weekly and monthly statistics and performance reports
*To monitor and report on IT security and compliance.
*To provide 2nd and 3rd line support on desktop systems, including Citrix and Windows.
*To manage projects,ensuring timescales and budget are adhered to.
*To oversee new IT Installations and office closures/moves.
*To own and manage hardware and software assets including the Software Asset Management (SAM).
*To take ownership for the management of subscriptions, registrations, maintenance and support contract renewals.


*ITIL foundation certificate and knowledge of security standards
*Proven track record in a service management role in an ICT department
*Demonstrable experience of ICT support and break fix
*Proven technical experience in Microsoft Technologies
*Experience of incident, problem and change management processes and the tracking of such using ITSM software tool
*Significant experience in an IT support/service environment and demonstrates a good understanding of the use of computer systems.
*Knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc.) used within an organisation
*Knowledge and experience of project management
*Customer focus, understanding the needs of customers and keeping them in mind when taking actions or making decisions. Awareness of customer service techniques for ensuring that full account is taken of customers' real and stated needs in the delivery of products and services
*Proven experience with motivating and engaging a team.

If you are interested in this role, please apply now to be considered!

IQ Tech are a specialist recruitment firm with a straight-talking approach and an impressive contacts book.

We are acting as an Employment Business in relation to this vacancy and are an Equal Opportunities employer who welcomes applicants from all backgrounds.
This job was originally posted as www.jobsite.co.uk/job/959475418