IT Helpdesk Manager

at  Arena Group Ltd

Bristol, England, United Kingdom -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate25 Jan, 2025Not Specified26 Oct, 20247 year(s) or aboveWindows Server,Active Directory,Network Devices,Microsoft Office,ItNoNo
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Description:

JOB SUMMARY:

As part of our continued expansion, Xerox IT Services requires an Service Desk Manager to join our client focus team based out of our Whitchurch Office in Bristol.
The Service Desk Manager has responsibility for the End User Support IT service desk function for our clients including all engineer resource development, incident management, service requests and change requests & Capacity/Release management, Risk Management, Continual Service Improvement, ensuring these measures are followed by the team.
The primary function of the role is to work alongside the Service Delivery Manager to manage the day to day running of the Service desk, in the office and in the field, ensuring customer requests are responded to in a polite and efficient manner and faults are resolved promptly or escalated as required.
The Helpdesk Desk Manager will also need to perform in depth statistical analysis on engineer resource KPI’s with the Service Delivery Manager and identify ticket trend analysis to proactively make major changes to reduce ticket volumes and improve efficiency of all IT Service Desk Functions.
Working with their Service Delivery Manager to develop the team structure in line with Xerox and the customer’s needs, recruiting, training, coaching and mentoring staff as required.
The IT Helpdesk Desk Manager acts as a point of escalation for incidents and changes so must have a broad range of technical knowledge with regards to IT infrastructure. Establishing inter-departmental and customer communication channels for high priority incidents is a key part of the role.
The role expects a proactive ‘team player’ mentality and professionalism at all times. The role will play a key part in ensuring that we anticipate issues before they arise and resolve issues where we are forced to be reactive.

QUALIFICATIONS:

  • A high level understanding of IT and networks.
  • Knowledge of desktop, server and printer hardware and their components
  • Knowledge of network devices and their roles

Proficient in the use and support of:

  • Microsoft Office
  • Microsoft Windows client
  • Microsoft Windows Server
  • Active Directory

Responsibilities:

  • Team and process management for the 1st / 2nd 3rd line analysts.
  • Be a point of technical and managerial escalation for issues.
  • Create and develop existing KB articles to guide the team.
  • General Responsibilities:
  • As part of the dedicated client team for IT Services you will be expected to participate fully in:
  • Actively chase suppliers or resolution groups for resolution to incidents or problems.
  • Actively take end user calls during busy periods only to assist the team to meet response SLAs.
  • Actively chase suppliers or resolver groups for resolution to incidents or problems.
  • Act as a technical Quality Assurance gate for design and project operational onboarding.
  • Proactively identify areas for improvement in conjunction with the Enterprise Service Delivery Manager.
  • Develop operational run books and knowledge base information
  • Proactively work with the client as a part of an extended technical team.
  • Working with 3rd line 2nd line resources across ITEC to resolve or escalate problems.
  • Act as an incident escalation point within in an ITIL Service Desk environment.
  • Develop & document standards for automation, standardisation & optimisation in all service as part of best practice to optimise workflows and cost efficiency.
  • Mentor team members on best practice.
  • Develop and maintain run books. Ensure configuration documents are up to date.
  • Ensure service processes for change, configuration and problem management are always adhered to.
  • Raise Change Requests and attend Change Advisory Board where needed.
  • Be professional and courteous to colleagues and the clients.


REQUIREMENT SUMMARY

Min:7.0Max:12.0 year(s)

Information Technology/IT

IT - Hardware / Telecom / Technical Staff / Support

IT

Graduate

Proficient

1

Bristol, United Kingdom