Service Desk Manager / Team lead

Location: West Sussex, England Salary: Pension
Sector: IT & Telecoms Specialism:
Type: Permanent Contact: Simon Kiely

IT Service Desk Manager / team lead
West Sussex

IT Service Desk Manager / team lead needed for our client based in West Sussex, who are looking to employ an experienced hands on IT Service Desk Manager / Team lead with an in-depth knowledge of 2nd line support, MS Office applications, MS Exchange & O365, intermediate to advanced networking abilities

The successful IT Service Desk Manager will want to work for this client not just because it's a great opportunity but also because they will give you a wealth of benefits including:

* Salary: c£30,000 per annum
* 28 day's holiday
* Pension Plan
* Career Progression
* Free on site parking

Some of the main duties of the Service Desk Manager / team lead will include:

* Managing the daily activities of the Service Desk team, ensuring shifts are covered, SLA's are met
* Monitor team performance, KPI's and time sheets. Conducting 121s, mentoring the team and working with the Operations Manager to address any training needs
* Continual service improvement of the Service Desk. Improving efficiency and implementing or amending processes where required
* Providing 2nd Line technical support, responding to incident and service requests from customers by telephone, email and monitoring system alerts.
* Maintain customer documentation in relation to hardware, software configurations and standard build information
* Being the point of escalation when a Service Desk Technician is unable to resolve an issue in a timely manner, liaising with the customer
* Communicate with customers as required - keeping them informed of incident progress, notifying them of impending changes or agreed outages
* Accurately recording time entries and updating and tickets as they are worked on
* Prioritise workload
* Customer experience. Provide great customer service

In order to be the successful Service Desk Manager / team lead and have a chance to gain such an exciting opportunity you will ideally need to have the following:

* Leadership experience/abilities
* 3 years minimum experience in a 2nd Line support role
* Excellent troubleshooting and fault-finding skills
* Good customer service skills
* Strong knowledge of current supported MS operating systems - Server & Workstation. Install, configure, troubleshoot.
* Good knowledge of supporting MS Office applications
* Proficiency in Active Directory, Group Policy, DHCP and DNS
* Intermediate to advanced networking abilities. Setup, configure, troubleshoot switches, routers, VLANs, wifi, VPN, firewalls
* Email - MS Exchange & 365. Configure and troubleshoot mail delivery.
* Virtualisation - Hyper V. Understanding virtual servers and hosts. Configuring and troubleshooting
* Knowledge of domains, basic web hosting, SPF, installing SSL's
* Good experience of remotely troubleshooting hardware including UPS, NAS, Printers
* VoIP troubleshooting
* Experience of using Visio for network documentation

This really is a fantastic opportunity for a Service Desk Manager /Team lead to progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out!

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