Service Desk Manager

Location:
Finchley (Hybrid) - 3 days in the office

• Team Leadership: Manage, mentor, and train technical support staff, including hiring and performance evaluation.
• Operational Management: Oversee day-to-day service desk operations, ensuring SLAs and KPIs are met or exceeded.
• Incident & Request Management: Manage the queue of requests, ensuring timely, efficient resolution of IT issues.
• Process Improvement: Identify trends in incident data to reduce call volumes and implement improvements in ITIL processes (Problem, Change, Asset).
• Stakeholder Management: Act as a key contact for users and internal stakeholders, managing escalations effectively.
• Documentation & Tools: Maintain the Knowledge Base, ticketing system, and documentation standards.
• Tech stack – MS 365, Azure, AD, Networking (Firewalls, LAN/WAN and VPNs), Managed Services, Backup, DR, Virtualisation, Server, Storage and Endpoint hardware.

If you are interested in the above opportunity, and have current experience working for an IT Solutions Provider
, then please apply now or send me your CV , and let s arrange to have a conversation.

Unfortunately my client requires someone based within a commutable distant to Finchley, they do not provide sponsorship!

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