IT Service Desk Manager / O365 / Citrix / Exchange / Liverpool

Recruiter
Michael Page Technology
Location
Liverpool, UK
Salary
Competitive
Posted
20 Aug 2019
Closes
05 Sep 2019
Ref
1239966027
Contract Type
Permanent
Hours
Full Time
A Service Delivery Manager is required to join the firm based in Liverpool. The role will take responsibility for service level targets and customer satisfaction across a firm of 750+ people. The succsessfeul candidate will manage the service desk, desktop support and end user application support teams which are located in London and Liverpool and total around 16 staff.

Client Details

Top tier UK Law firm.

IT Service Desk Manager / O365 / Citrix / Exchange / Liverpool

Description

Responsibilities:
  • Manage and develop a team of IT professionals providing 1st to 2/3rd line end user and application support
  • Ensure all incidents and service requests are appropriately logged and progressed efficiently and professionally
  • Establish proactive problem management processes to identify and resolve common or underlying issues
  • Manage priority incidents, ensuring efficient resolution and communication
  • Provide an escalation point for the firm and liaise with people at all levels to progress service matters
  • Own and develop and promote service management discipline and process across all IT teams
  • Establish formal continuous improvement measures aligned with the firms priorities
  • Provide ongoing development of service management tools to support service improvement measures
  • Design and deliver formal service reports against formal KPI and SLA targets

Profile

Successful Candidate:
  • At least 5 experience working in IT Support in a supervisory capacity
  • Strong knowledge of Microsoft Office 365, Windows 10 and Exchange
  • Experience of working with Citrix and remote working support
  • Experience of working with iManage or equivalent document management tools an advantage but not essential.
  • Understanding of Active Directory
  • Good knowledge of ITIL framework, certification an advantage
  • Excellent team player, collaborative and inclusive in approach
  • Ability to communicate effectively both within the team and with all levels of the business

Job Offer

Competitive rate of pay and benefits on offer.

IT Service Desk Manager / O365 / Citrix / Exchange / Liverpool

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