Hands-On Service Desk Manager

Hands-on Service Desk Manager

Permanent Full Time

West London - Hybrid working

£55,000 - £65,000 + Private healthcare, subsidised meals

As Service Desk Manager you will be responsible for the day to day support and maintenance of all end user services Windows, M365, etc, to all offices globally, Provision of laptops and mobile devices, Supporting desktop client access to back-office applications that are supported by the applications team, End user security management.

Required experience:

Extensive Service Desk experience:

• Running a modern user centric support function in an international business.
• Creation, monitoring and reporting of relevant SLA and KPI metrics
• Acting as an ambassador to end users, and working directly with users to meet their needs
• Management of ITSM tools (service desk, auto deployment, patching, remote support, etc)
• Running a service desk on Single Point of Contact principles and managing the escalation to third line or external resource where necessary.

Extensive M365 operational experience:

• Familiar with user provisioning and management within M365
• How to deploy and support M365 endpoints in a 'cloud first' M365 native Infrastructure
• Hands on technical knowledge of M365 architecture and administration, and an understanding of Microsoft best practice.
• Managing and Governing Sharepoint in an Enterprise environment
• General familiarity with Microsoft stack technologies:
• Microsoft Windows 10/11.
• Microsoft Office applications support (Word, Excel, etc) o Windows server, AD, AAD, Exchange online, etc

Experience working in a multinational environment:

• Challenges associated with supporting smaller remote offices with no on-site IT staff.
• Dealing with multi-time zone support
• Working with local in-country support to provide on-site service

Device and user roll out:

• Quick and efficient delivery of end user devices, using auto-deployment wherever possible (including internationally)
• Efficient user provisioning processes based on RBAC principles and automation where possible.
• Familiar with Hybrid working patterns and how to provide BAU support to home and remote workers.

IT Service Governance

• Familiar with setting up, managing and administering IT Service governance, ideally aligned with ITIL principles. Including:

• • User provisioning and access management (Starter/movers/leavers, access reviews, etc)
  • Change management
  • Asset management
  • Incident/Problem management
  • Service catalogue, CMDB, etc
  • End user device and software patching

Familiarity with Information Security Operational management

• The role of service desk in incident response
• General familiarity with security best practice
• Secure by design principles, including MDM for mobiles and laptops
• Specific infosec skills not required, but will responsible for some elements of Infosec as they relate to end users, their devices, and the service desk.

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website