IT Service Desk Manager

Summary

Salary
£ up to £35,000 depending on experience
Team
Information Technology
Location
Malmesbury - United Kingdom

Description

The Family Office, IT Service Desk Manager is responsible for helping plan and manage the front line IT Service Desk and support function for Weybourne Limited. This includes all entities under the Weybourne Limited umbrella, and supporting and advising other entities on request. The role is also responsible for driving project management and resource planning of IT involvement in all projects and entities as required in conjunction with the Head of IT and the Infrastructure Manager.
The role requires hands-on experience of day to day incident analysis and operations, and experience of risk and audit procedures. Preferably, you will have been responsible for leading or coordinating a busy Service Desk function and prioritising resources and tasks.
You will be responsible for driving forward the IT Service Desk at Weybourne Limited to ensure it covers all the requirements of both the Family Office and individual Family entities. You will work closely with the Head of IT at all times, deputising for him on occasions as a user contact.
You will build and evolve the processes and documentation around IT service delivery in the Company, including managing the change management process, and provide advice and training to the user community as required.
You will manage the provision of cyber awareness training across all entities using our in house CBT and face to face training programmes.


Accountabilities

• Actively monitor and respond to all IT incidents and security events, guiding the Service Desk team in training and procedures to ensure consistent response.
• Coordinate the activities and daily workload of the Service Desk team, organising planning and execution of Service Desk support to end users, ensuring excellent service and response, managing remedial actions where necessary.
• Assist with writing and maintaining documentation including technical standards, processes, procedures, and operations manuals.
• Help manage IT projects and provide expert guidance for other projects where necessary.
• Manage and evolve the change management process.
• Conduct incident and trend analysis to support the production of reports and statistics.
• Communicate with technical and non-technical audiences at various levels
• Develop and maintain strong working relationships with key IT and business contacts.
• Developing and maintaining positive working relationships across the company and other family office entities.
• Commitment to developing yourself within your role – undergoing training where necessary.
• Proactively promoting and maintaining high standards of work – taking initiative to resolve and/or draw attention to areas that don’t meet required standards or any issues that arise.
• Conducting yourself in line with the Weybourne Values.
• Any other ad hoc duties.

Skills

Person specification / Core Competencies
• Experience coordinating/leading a team of technical support analysts, and managing their daily workload.
• Experience supporting first line and second line incidents on a busy Service Desk function and dealing with technical and non technical users.
• Strong project management background, and experience of various project management methodologies.
• Good knowledge of networking and Microsoft infrastructure technologies
• Confident communication skills, with the ability to interact with individuals from a range of backgrounds, and the confidence to present in front of audiences.
• Proactive and flexible approach to work.
• Willing to take responsibility and ownership for tasks.
• Strong sense of discretion, appreciating the confidentiality of the work.
• Team-oriented interpersonal skills, with the ability to communicate effectively with a broad range of people and roles, including vendors, IT and business personnel.
• Comfortable working outside of core working hours when necessary to complete tasks.
• Able to travel as necessary to sites across the group (UK and abroad).
• Keen to suggest improvements to current ways of working.
• Ability to work autonomously when required, whilst still possessing strong team work skills.
Experience:• IT experience, within a 1st/2nd line support function to end users and from a Windows infrastructure and technical support background.
• Experience as a team leader or coordinator in a busy Service Desk function.
• Strong knowledge of the ITIL framework and its implementation to ensure excellent customer service.
• Extremely beneficial experience: Technical experience of Windows, Mac and iOS/mobile systems and administration.
Qualifications:
• Any technical vendor certifications; such as Microsoft, Cisco Networking/security are highly desirable.
• Formal training and Certification in ITIL or Project Management (Prince 2 or PMP) is desirable.

Benefits

• 27 days holiday plus eight statutory bank holidays
• Pension scheme
• Performance related bonus
• Life assurance
• Sport centre
• Free on-site parking
• Discounts on Dyson machines

Posted: 07 February 2019