IT Service Desk Manager

Location
Edinburgh, Scotland
Salary
£30000 - £35000 per annum
Posted
03 Sep 2017
Closes
01 Oct 2017
Ref
00073024
Contact
Recruitment Genius Ltd
Sectors
IT, IT Support
Contract Type
Permanent
Hours
Full Time
This company is an established & expanding Managed Service Provider offering managed IT support & consultancy services to a wide variety of clients who rely on their team to make their technology work for them & not against them. With their commitment to providing an outstanding, innovative service & their core values of integrity & respect, they are confident that they provide a dynamic & rewarding work environment.

They are now looking to recruit an experienced & highly motivated Service Desk Manager to play a pivotal role in the company's future growth & help them to achieve their strategic aims. You will be the 'right stuff' that keeps everyone on the same page & highly motivated. For them, one of the most important things is to have an SDM who can subscribe to their employee ownership culture & vision for the continued & future success of the business. The ability to think like a business owner & understand what it means to be a co-owner of a flourishing business is essential. If you are energetic, enthusiastic & motivated, you will fit right in.

Personal Attributes:

- Have a passion for client service & quality
- Demonstrable leadership ability in creating a strong culture of Service Excellence & Continual Service Improvement
- Understand the importance of the Service Desk in the bigger picture of IT Delivery
- Map ITSM processes such as Problem & Change Management in line with business requirements
- The ability to build rapport with clients & understand their needs clearly is essential
- Strong understanding of prioritisation & the ability to understand & deliver against competing, multiple & different customer needs/demands
- Possess excellent people management & organisational skills
- Be innovative & improvement driven
- Have excellent verbal & written communication skills
- Have proven leadership & coaching skills
- Be a committed & flexible team player
- Be flexible with working hours & willing to respond to short notice business needs

Required Skills/Experience:

- Two years' experience working as a Service Desk Manager as part of an IT service team
- ITIL Foundation qualification or demonstrable understanding of ITIL Service Operation principles
- Demonstrable experience of having delivered Incident, Problem & Knowledge Management
- A broad & up-to-date understanding of network infrastructure, including Windows servers, desktops & laptops, virtualisation, firewalls, switches, VoIP & connectivity
- Technical competence in terms of data analysis & using tools to create dashboards & reports
- Clean & valid driving license
- Microsoft certifications (Desirable)
- Knowledge of ConnectWise, Labtech & BrightGauge (Desirable)

In return, they will provide a competitive salary plus benefits, 30 days' annual leave, the opportunity to become an employee owner & be part of a supportive, friendly work environment, allowing your skills to flourish & experience to broaden. Benefits include employee bonus, employee Health Plan & Death in Service scheme.

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