JOB 1188
Our client is seeking an Assistant Service Desk Manager to provide day-to-day oversight and management of the team in Jersey. The role will focus on delivering exceptional customer service and resolving technology incidents and service requests within the agreed SLAs.
Key Responsibilities
Manage the day-to-day operations of the Service Desk analysts in Jersey, ensuring effective resource capacity is maintained and KPIs met
Provide IT support via phone, email, and walk-ups in line with the agreed Service Level Agreements
Serve as a secondary point of contact for major incidents, liaising with the European Service Desk Manager and Head of IT Service Delivery where necessary
Maintain a close working relationship with IT SMEs to help move support tasks to the Service Desk for faster and more effective resolution
Assist in communicating IT service outages and planned downtime to the business
Review Incidents and Service requests to ensure continual improvement, as well as identifying problem trends to highlight repeat issues and recommend preventative actions
Conduct regular 1-2-1s with direct reports to monitor performance, track progress on objectives, and discuss successes and challenges
Support the team on customer-service skills and technical issues to ensure productivity and positive business perceptions
Skills, Knowledge and Expertise
2+ years of relevant experience in supervision and/or management of direct reports
Knowledge of ITIL V3 or V4 service management, with proven experience in incident, problem, and change management processes
Experience of Microsoft Office 365, Azure, InTune/Endpoint, PIM, Windows 11 and Active Directory
Ability to review various processes and procedures to keep them up to date at regular intervals
For more information, please call Cem Bars on 07839 282 803 or by email cem@techfinder.gg