IT Service Desk Manager

Senitor Associates
17 May 2017
16 Jun 2017
Contract Type
Full Time
I'm currently recruiting on behalf of a leading financial institution in Lincoln for a Service Desk Manager.

You will manage the performance of the 1st/2nd/3rd line technicians and support clients insuring that service levels are achieved and customer expectations are met and exceeded.

The IT Support team are responsible for managing both application support calls and workstation/infrastructure calls including;

- The in house Insurance and Referencing systems - written in PHP/Perl housed in CentOS/Red Hat Environments
- Third party desktop software
- Hardware (workstation/laptop)
- Printer issues
- Faxing
- Telephony
- Networking
- General infrastructure problems and queries.

Key responsibilities include:
- To lead the IT Service Desk Team
- To act as a point of escalation for out of hours incidents
- To act as Incident Manager for P1 incidents for all sites ensuring service affecting issues are met within internal KPI and the business is clearly communicated to throughout
- Set and monitor service/incident response KPI's.
- To continually develop processes relating to Incident and Service Management
- To deliver a reliable, highly available and serviceable desktop environment aligned with business needs and objectives.
- To assume a lead role in the analysis, diagnosis, escalation, execution and resolution of incidents and problems affecting the customer base.
- To provide a centre of excellence for IT Service Desk knowledge and expertise and provide expert advice and guidance on the desktop environment to serve business needs.

Essential requirements:
- Minimum 2 years' experience in a similar role
- Good understanding of ITIL processes (esp Incident, Problem, Change)
- Experience of managing 3rd party supplier relationships
- Telephony Platform management
- Demonstrable technical design and delivery standards
- Excellent verbal and written communication
- Can manage and motivate technical people
- Encourages Co-Operative Working
- Enables the Performance of Others
- Strives to Deliver Excellence
- Identifies opportunities to reduce costs
- Practical experience of Active Directory, Exchange, Office 365

- IT Degree Level qualification
- ITIL Practitioner Level or above
- Insurance and/or Financial Services experience
- Practical experience with Mitel Telephony system

This is a fantastic opportunity to take on real responsibility and be exposed to the full spectrum of challenges as a Service Desk Manager. Interviews are being arranged on an on-going basis, so to apply send your CV to or call on without delay!

For more information about Senitor and the opportunities we have to offer follow us on Twitter @SenitorIT

Senitor Associates Ltd is acting as an Employment Agency in relation to this vacancy.