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Service Desk Manager

Closing date
15 Sep 2021

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Technology & New Media
Contract Type
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Job Details

Russian hacker, Vladimir Leonidovitch Levin, attempted the biggest bank heist the world had ever seen via dial-up internet in 1994, Zia Hayat, Callsign CEO and founder, was hooked - armchair fraud became a real possibility. From this moment, Zia knew he wanted to play a part in stopping the bad guys and securing the internet for all. Founded In 2012, Callsign's mission has been to make Digital Identity simple and secure for everyone and everything. In that time, we've grown to over 200 employees, opened offices in Singapore and Abu Dhabi, been recognised as a WEF Global Innovator and our technology is being used by many of the world's leading financial institutions to keep millions of consumers safe. But we aren't stopping here. The identity revolution has only just begun, and we are looking to hire the brightest and inquisitive minds to help us make every web, mobile and physical Interaction seamless and secure. If this sounds like you, lets chat

RequirementsThe Role

As we grow, the key to our success is ensuring our team has the right work environment to take us to the next level.

You will be responsible and accountable for making sure our employees have a seamless IT onboarding experience and help them with any technical issues.

We are looking for someone who is passionate about helping people do their best work and contributing to everyone's success. You should enjoy staying up to date with the latest technologies and best practices, as well as operating autonomously and helping take the organisation on a journey towards a better IT future.

The Service Desk Manager oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

  • Maintain high performing service support functions including and IT Service Desk and Desktop Support
  • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • Procure, manage, and maintain all employees' computer systems
  • Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Manage the desktop computing environment to ensure that laptops, PC's, and other access devices are built and maintained to high standards of performance and security
  • Build meaningful relationships with your team and the entire business
  • Provide regular and accurate management reporting on IT Service performance
  • Ensure adherence to data protection and security policies
  • Assist in defining our IT strategy and relevant policies and procedures
  • Work with the Infrastructure team to maintain the standards for hardware, software, and security in the IT environment
  • Assist internal and third-party service review meetings covering performance, service improvements, quality and processes
  • Provide regular and accurate management reporting on IT Service performance
  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
  • Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
RequirementsYou should have
  • Excellent written and verbal communication skills
  • Service Management or Support in a medium to large-scale and diverse environment of incident management, escalation procedures and related disciplines
  • Worked in a start-up and/or scale-up environment
  • Previous experience as a Team Lead
  • In depth technical knowledge of MacOS, Windows and Linux OS
  • Excellent leadership and people management skills
  • A good understanding of Office 365 and Azure
  • IT helpdesk management including team building and mentoring
  • Excellent organisational skills
  • Been involved in cybersecurity project and/or environments
  • Self-motivation and able to take responsibility
  • Able to manage and prioritise and tasks and time efficiently
Would be great if you're curious about or familiar with
  • Data Protection best practices
  • Familiar with cybersecurity best practices
  • Tools such as Jira and Confluence
  • Integrating various tools and services to help improve productivit
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