Service Desk Manager

Service Desk Manager

Closing Date

August 31, 2020

Location

Sutton Fields, Hamburg Road, Kingston Upon Hull. HU7 0AE

Description

Service Desk Manager

£30,000 – £35,000 DOE

We are a leading regional IT Solutions Provider and Sage Accredited Business Partner based in Hull. We are looking for a Service Desk Manager to join our growing Technical Support team.
As Service Desk Manager, you will be responsible for the day-to-day delivery of our IT support function. Monitoring and reporting on IT service performance, you will assist the Management Team in developing IT capabilities whilst ensuring SLAs are met. You will provide leadership and take responsibility for the performance management and development of the IT support team. You will enhance service standards and develop common systems and processes based on industry best practice. The role is very much hands-on, and you will be pivotal to improving productivity within the department.

You will be technical astute and able to build strong relationships with stakeholders, team members, and third-party suppliers.
Ideally, you will have experience of working in a similar role, have excellent interpersonal skills, be customer-focused, and enjoy working to tight deadlines. You may be expected to travel to visit clients so candidates should possess a full driving license.

You may be required to be flexible at times as you may be asked to work outside normal office hours to meet the needs of clients.

Role Requirements:

  • Ensuring all Service Desk staff are adhering to service level targets and escalating tickets where required
  • Establish best practices throughout the entire support process
  • Continuously look to improve the processes for ticket flow to improve departmental efficiency
  • Mentor technical support staff including career progression with personal development plans and KPI’s
  • Contribute to improving customer service by actively responding to queries and handling complaints.
  • Project assistance where required inc reporting to stakeholders
  • Undertaking of departmental meetings (incident reviews)
  • Use data analysis provided for the Service Desk to ensure productivity and highlight areas for improvement
  • Define and be responsible for ensuring that escalation paths are adhered to
  • Scheduling of departmental resources for support incidents and project-based work
  • Provide monthly reporting packs on service desk performance
  • Managing departmental monitoring tools
  • Strive to improve communications both internally and client-facing.
  • Managing staffing shifts and Out of Hours rota

Required Experience:

  • Similar experience in a Service Desk Manager role
  • Proven people management skills
  • Strong knowledge of working with SLA’s and KPI’s
  • Experience with SLA driven Service Desk software
  • Experience of working within a Managed Service Provider environment
  • Strong customer service skills
  • Knowledge of ITIL framework (qualifications desirable)
  • Basic understanding of Technical Support disciplines (Windows Server, Active Directory, Hyper-V, Office 365, and Networking)
  • Conversant with account management functions
  • Basic project management experience (beneficial)

Job Type: Permanent

Working Hours: Full Time – 40 Hrs. Mon-Fri
Driving License (required)

Benefits:

Pension Enrolment
Company commission + bonus scheme
22 days annual leave (plus bank holidays and continuous service reward)
Training reward scheme
Childcare vouchers

Apply

Senior Support Engineer

Senior Support Engineer

Closing Date

August 31, 2020

Location

Sutton Fields, Kingston Upon Hull. HU7

Description

£ 25,000-£30,000 DOE

We are a leading regional IT Solutions Provider and Sage Accredited Business Partner based in Hull. We are looking for a Senior Support Engineer to join our growing Technical Support team.

The applicant must have experience working in a 2nd/3rd line IT support role, have excellent customer service skills, be solution focused and be able to work to tight deadlines. The applicant will be required to travel so a full driving license and access to a vehicle is required. A minimum of 3 years’ experience working within managed services support is desirable.

The successful candidate will be involved in the day to day support of our client base at a 2nd and 3rd line level. Client facing projects will be undertaken as well as the introduction of new solutions that will improve business efficiency and effectiveness. You will also be an escalation point from 1st line support.

You may be required to be flexible at times as you may be asked to work outside normal office hours to meet the needs of clients.

It is expected that the successful candidate will take part in the on-call rota after being in employment for 6 months.

 

Key Requirements:

Essential

  • Ability to perform maintenance and configuration tasks on switches, firewalls and wireless equipment
  • Knowledge of TCP/IP fundamentals, IP Subnetting, routing protocols and network management
  • Strong understanding of networking components (i.e. VPN’s, LAN’s, WAN’s, VLAN’s, DNS and DHCP)
  • A comprehensive understanding of Windows Server environments, Active Directory & Storage
  • Experience with industry standard firewalls (preferably SonicWALL) or equivalent
  • Excellent interpersonal skills with the ability to communicate effectively at all levels
  • Experience delivering client facing IT projects
  • Conversant with Office 365 products
  • Customer focused with outstanding customer empathy

Desirable

  • Previous experience supporting and maintaining the latest Windows Server and Windows Desktop environments
  • Strong previous experience administering Active Directory in an Enterprise Environment
  • Microsoft Hyper-V Management
  • Exposure to VOIP systems and principles
  • Exposure to web hosting and DNS
  • Understanding of Microsoft Azure
  • Office 365 Migration – full cloud Exchange and Product migration
  • RDP Broker/Clustering
  • MSP Products inc deployment (Antivirus, Patch Management, Backup, Reporting, Alerting)

Job Type: Permanent

Working Hours: Full Time – 40 Hrs. Mon-Fri

Benefits:

  • Pension
  • Company commission + bonus scheme
  • Childcare voucher scheme
  • 22 days annual leave (plus bank holidays and continuous service reward)
Apply