IT Service Desk Manager, Jobs, 7681

IT Service Desk Manager - Livingston/ West Lothian

Technology - IT- Infrastructure
Ref: 7681 Date Posted: Wednesday 12 May 2021
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IT Service Desk Manager

My client is a well-established Scottish-based company providing IT services to end-user customers and leading technology partners throughout the UK. The Company’s core ‘lines of business’ are: End-User Computing and Cloud Services. This includes UK wide end-user device deployment for many major government and corporate organisations. With their head office in Livingston, West Lothian, they also have offices in Aberdeen and a Southern office in Woodley, near Reading, to support their growing UK wide business.

In addition to providing services directly to end-user organisations, they have also successfully partnered major technology vendors and system integrators, in delivering large scale deployment and support services throughout the UK.


Duties include:

  • Oversee day to day fulfilment of Service Requests, Incidents, Monitoring, and completion of daily tasks within SLA.
  • Effectively manages team members to ensure team objectives, client requests and sales goals are being carried out.
  • Administering and supporting MS Windows Server environments (2008 to 2016), including Active Directory and Group Policy creation
  • An understanding of network protocols, DNS, DHCP, TCP/IP
  • Assisting the team with Server Virtualisation environments such as MS Hyper-V / VMWare
  • Creating and maintaining Service Desk procedures and documentation.
  • Maintaining the Service Desk RMM systems ensuring alerts are dealt with efficiently depending on priority.
  • Identifying and implementing improvements to Service Desk systems and procedures.
  • Onboarding of new customers onto the Service Desk platform.
  • Ensuring customer feedback on Service Desk tickets is recorded and appropriate actions taken.
  • Production of customer Weekly/Monthly MI reports as required and necessary information gathering for event reporting.
  • To conduct regular client service reviews in line with their managed service contract
  • Escalating and reporting concerning issues to the line manager
  • Monitoring, evaluating and motivating performance of Service Desk team.
  • Mentoring trainee Service Desk team members.
  • Conducting service desk staff performance reviews.
  • Offering exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally.
  • Undertaking accreditation training and keeping these up to date and current, in line with business needs.
  • Any other duties that may reasonably be required in line with your main duties.


The ideal candidate skills and qualifications are:

  • Good all round IT knowledge gained from an IT degree or relevant work experience.
  • ITIL Practitioner Qualified or Advanced ITIL knowledge beneficial.
  • ITSM experience– Service Desk Ticketing Systems and 1st and 2ndline problem resolution for multiple clients
  • Knowledge of IT Service Desk/Service Management tools preferably N-Able (Solarwinds) or Service Now
  • Display extensive working knowledge of industry standards and practices, including product details and company services offered (Microsoft Office 365 / Cloud services / Azure experience, Windows Server technologies Exchange and Active Directory, Windows Security and Firewall technologies, Backup solutions)
  • SharePoint management and administration (Architecture, configuration, development, and testing) beneficial
  • Experience of building and developing teams and effective processes.
  • Experience of managing remote Service Desk staff would be advantageous.


Your Skills and Interests:

  • Background in Customer Services/Customer focus.
  • Proven decision-making skills.
  • Experience of having led an IT service team.
  • Excellent problem-solving skill and change management ability.
  • Ability to multitask and prioritise.
  • Ability to quickly learn new applications and technologies.
  • Strong team player.
  • A genuine interest in emerging/cloud technologies.
  • Full UK driving license.