Service Desk Manager

Service Desk Manager
Financial Services
Surrey

My client within financial services is looking to recruit a Service Desk Manager with cyber security experience based in Surrey.

As a Service Desk Manager you will also be well versed with Cyber Security awareness and best practice and have Cyber Security accreditations (Cyber Essentials, ISO27001, etc)

As a Service Desk Manager, you will be responsible to manage and develop the existing service desk team of 7 and own responsibility for all internal IT Services, system processes.

This role is hands on both technical and management focused.

Service Desk Manager Benefits:

• 22 days holiday + 8 Bank Holiday (Holiday's increase to 27, 1 additional day per year worked)
• Healthy contributed pension
• Training and development
• Access to a number of financial based products
• Dress down Fridays

Service Desk Manager Responsibilities:

• Line management responsibility for the Service Desk team of 1st, 2nd, 3rd line and Service Desk Team Leader
• Responsible for developing the team so that they are able to support all internal processes, systems and applications and provide excellent customer service up to the current high standards within a cyber security best practice framework
• Develop and continuously improve the ITIL based processes, templates and tools that are already in place
• Attend CAB's and ECAB's when required
• Prioritise, workload to ensure, time sensitive issues are prioritised and communicated appropriately such as external customer related tickets, Important Business Services related issues
• Manage the Service Desk team's engagement with third party vendors and support desks e.g. Sopra, ECSC, and Managed, to ensure overall ownership of incidents, problems and service requests is with Service Desk and maintain optimal communication approach to the business
• Own patching of all workstations in alignment with Cyber Essentials Plus and Corporate risk appetite while liaising with Cyber Security and Cloud Infrastructure teams for coordination
• Facilitate and own continual improvement on Cyber Security related processes and tooling
• Manage, maintain, and continuously improve, Mobile Device Management software and procedures
• Manage and support Audio Visual Equipment within the business (Teams meetings rooms and equipment)
• Own and support, the internal Cloud Telephony & Contact Centre system
• Create, maintain, and update Service Desk internal and end user related documentation, processes, and procedures that underpin all Service Desk support functions
• Ensure knowledge is spread within the Service Desk team and break down any key man dependencies
• Train, develop and coach the Service Desk team leader to be able to be an acting Service Desk Manager in his absence
• Co-own and participate in Workplace and Disaster Recovery scenarios and procedure to ensure Business Continuity
• Be part of the Incident Management Process and team for Major Incidents
• Ensure the team adheres to established Service Level agreements while maintaining appropriate communication to end users, other departments, and the Head of Service Desk & Cyber Security
• Responsible for maintaining and further developing all tools utilised by the Service Desk team. Such as ticketing system, remote management and monitoring tool, virtual and physical workstation imaging, and all of the supporting documentation, and user guides
• Request feedback from users on customer service to help continually improve customer experience
• Frequent, clear, communication of major incidents, progress on tickets, and planned system outages
• Create and maintain an asset register for all IT equipment
• Create, amend and monitor access controls so that users have the correct level of access to our systems, whilst ensuring that they are kept secure
• Manage and maintain system and application licenses and certificates to ensure they are always up to date
• Participate in the 'transition to service' process for undertaken projects

Service Desk Manager Essential Skills:

• Experience in Team leader, or Management IT role
• ITIL Service Desk experience
• Strong customer service background
• Excellent knowledge of all Desktop, Server and Virtualisation concepts and technologies
• Office 365 and Azure Experience
• Cyber Security awareness and best practice
• Experience with Cyber Security accreditations (Cyber Essentials, ISO27001, etc)
• Knowledge of ITSM and RMM Tools
• Documentation and process design experience
• Strong stakeholder management, and planning skills
• Ability to communicate at all levels, both written and verbal
• Workload Prioritisation expertise
• Personality that promotes team binding and open collaboration

Additional Desirable Skills & Experience (nice to have)

• VMware & VDI Horizon skills
• Project Work
• Legacy infrastructure knowledge
• Cyber Security Tooling (FIM, SIEM, Vulnerability Management,etc)

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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