Service Desk Manager

Compuserve Live
£28,000 per annum
04 Aug 2017
19 Aug 2017
Contract Type
Full Time

We have an opening for a service desk manager. To be successful you will be able to work on your own initiative and be extremely professional. The role requires a high level of communication, organisation and forward thinking.

You will be responsible for all service desk staff on a daily basis as well as maintaing a high level of customer satisfaction. You will report to the Operations manager but will also work closely with the Managing Director.

The candidate should have a confident personality, be an exceptional problem solver and able to respond quickly to changing business needs is essential. The successful candidate will be expected to play a positive role running the service desk. You will manage a team of 1st, 2nd and 3rd Line service desk analysts.

Ideally you will have an understanding of cloud & virtualisation technologies & various IT Service Management technologies.

Key responsibilities & tasks:

  • Oversee all service requests, incidents and problems
  • Manage and coordinate urgent and complicated support issues
  • Act as escalation point for all requests and incidents both in and out of hours as required
  • Monitor and manage ticket queues
  • Determine root cause of issues and communicate appropriately to internal and external customers
  • Train, coach and mentor Service Desk team members
  • Ensure operational procedures and practices are up-to-date, well defined, documented and consistently applied
  • Develop and maintain Knowledge Base
  • Schedule Service Desk employees working times and provide backup support
  • Major Incident coordination and customer communications

Personal Profile

  • Great attention to detail
  • Good team leader
  • Advanced Microsoft skills - particularly Exchange, SQL Server & Hyper-V
  • Good level of networking and routing knowledge
  • Experience using powershell essential
  • Experience with Dynamics CRM 2016 desirable
  • Knowledge of backup technology and business continuity
  • Knowledge of ISO 27001 accreditation and security contraints within an IT cloud environment
  • Positive and proactive individual
  • Able to work flexibly, prioritise, and manage competing demands.
  • A service delivery focused approach
  • Understand the need for continuous improvement
  • Excellent Time Management
  • Excellent verbal and written communication skills
  • Ability to multi-task


  • Salary up to £35,000
  • 20 Days Holiday, plus bank holidays
  • Pension (After 6 months probation period)
  • Free Parking
  • Office Hours 8.00 - 6.00pm

If you are interested in the position outlined above, and are looking for a career with a forward thinking company and friendly work ethic, please apply and forward on your CV.

Interviews will be conducted on the phone and then a 1st and 2nd in person with the MD and Ops Manager. There will also be a profiler and technical test.

Strictly no agencies