Service Desk Manager – IT Solutions Helpdesk

Service Desk Manager – IT Solutions Helpdesk

Sussex Recruitment is recruiting for an experienced Service Desk Manager to head up their in-house Service Desk team. Delivering a comprehensive portfolio of intelligent services & solutions to both enterprise & education sectors, you and the team will provide a high level of support and expertise to Clients. Our client is a dynamic and enterprising technology provider. The successful applicant will have a demonstrable track record of maintaining strong relationships with customers, within an IT Helpdesk environment.

The role also demands the ability to successfully identify opportunities to expand the current offering within existing customers, generating revenue from add-on business. Strong experience of defining, monitoring and managing Service Level Agreements (SLAs) is essential for this role, within an IT services/solutions business.

Responsible for the daily operation of the Service Desk team consisting of 1 st & 2 nd Line Technical Consultants. Managing the Technicians workloads, scheduling of the technical calendar and managing the tickets based on urgency and technically availability.

As well as a strong grounding in service delivery management, this role also requires a solid technical understanding of IT infrastructure including technologies such as VMware, Citrix, storage and Microsoft technologies. Previous experience of working with Cisco, including selling their services and products would be highly desirable for this opportunity. The successful applicant will have excellent interpersonal skills, the ability to negotiate with customers and build long-lasting, profitable relationships.

Strong technical background required covering: windows server management:
Active Directory:

Exchange/Office 365:

TCP/IP, DNS/DHCP: VMWare – vSphere: RES-Product Suite:

Microsoft HyperV:
Veeam: SAN & Storage Technologies

We endeavour to respond to all applications; however, due to the large volume this isn’t always possible. If you haven't heard from us within seven days, please assume you have not been successful for this particular role. Thank you for your interest and please continue to look at our website for future opportunities .

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