Help Desk Team Manager

Location: Bracknell

Salary: £48k plus 3% bonus

Candidates must be willing and eligible for SC clearance for this role.

You will join a global IT Consultancy and oversee a service desk team consisting of 1st, 2nd, and 3rd Line support technicians. This role offers a chance to expand one's IT knowledge and management skills. The ideal candidate should possess strong leadership and communication abilities and be capable of mentoring junior team members. Self-study and training opportunities are available for upskilling in specific technologies related to the role.

The position involves working with an on-site team supporting customers at various locations within the UK. This technical role requires liaising with key stakeholders to provide guidance and support.

Key Responsibilities:

• Oversee the daily operations of the service desk, ensuring timely resolution of IT issues and requests.
• Implement and monitor service level agreements (SLAs) and key performance indicators (KPIs) to maintain high-quality support standards.
• Create and update processes and instructions for the team.
• Design and implement automation workflows to streamline incident management, request fulfillment, and repetitive tasks using ITSM tools such as Microsoft Service Center Service Manager.
• Manage service management, performance/people management, communication, and recruitment activities.
• Manage incidents to resolution in collaboration with third parties, keeping records updated according to agreed work instructions. Escalate when necessary.

Your Experience:

Leadership experience with IT support and infrastructure knowledge, including:

• Virtualisation (VMWare/Horizon)
• Microsoft Server 2019
• CISCO/Juniper network devices
• Trellix/Trend
• Active Directory
• Exchange
• ITIL Processes

Your benefits:

26 Days annual leave plus public holidays (3 flexible)

Pension - Double matching contributions of up to 10%

Life assurance

Companywide incentive plans

Your choices (Flexible benefits such as increased holidays/travel/dental critical illness and more)

Perks at work - employee discounts

Employee assistance programme/virtual GP