Amazon LogisticsCardiff
Become an Amazon delivery partner/entrepreneur in logistics and write your own success story!.Are you customer-oriented, have good leadership skills and interested in setting up and developing a business? .Then the Amazon Delivery Service Partner (DSP) programme could be just the thing for you....
Cardiff
Leading retailer are seeking a an IT Infrastructure Engineer working from the Cardiff head office, you will have experience in supporting and delivering projects, installing new equipment, system migrations and troubleshooting. You will be providing...
Hays Accountancy and FinanceCardiff
Working with a large independent Accountancy Practice based in Cardiff.This firm has an excellent local reputation and prides themselves on the flexibility it gives to staff.This will be a mixed role covering Personal Tax Returns, P11d's, Corporate Tax Returns and Partnership returns.You will cover ...
1st ExecutiveBristol, 26 mi from Cardiff
with the CIO and the executive management team
• Be results driven with a track record of achievement while adaptable in the face of adversity
• Familiar with operating in a regulatory environment
Experience:
• Excellent IT Procurement experience, with some...
Vantage Data CentersNewport, 9 mi from Cardiff
cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways...
Roc RecruitmentCardiff
Leading retailer are seeking a an IT Infrastructure Engineer working from their Cardiff head office, you will have experience in supporting and delivering projects, installing new equipment, system migrations and troubleshooting. You...
AdeccoBarry, 8 mi from Cardiff
World leading manufacturing organisation based in Barry are looking to recruit a Production operative within packaging to work on a shift pattern which includes a mixture of days and nights, 12 hour shifts on 5 week shift cycle basis.
The role...
Talent Finder JobsNewport, 9 mi from Cardiff
Customer Service – Desk Operator | Newport | Full Time/ Part Time | From £22,000pa + Our client is a successful taxi & PSV company based in Newport, Shropshire who due to continued success are currently looking to recruit a Desk Operator...
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IT Service Desk Manager
Cardiff | Permanent | £37,500 - £40,000/year | www.cv-library.co.uk |
IT Service Desk Manager required by our market leading, award winning, professional services organisation based in Cardiff. The successful candidate will lead and manage a team of 10 Service Desk Engineers across 3 sites in the UK supporting close to 1,000 users.
This role will be split between management (75%) and hands-on support (25%). The IT Service Desk Manager will play a crucial role in maintaining high levels of customer satisfaction, managing service delivery, and driving continuous improvement initiatives within the service desk function.
Main Responsibilities:
Management
• Lead, mentor, and manage a team of 10 service desk engineers, providing guidance, support, and coaching to ensure high performance and professional development.
• Oversee the day-to-day operations of the service desk, including ticket management, prioritisation, and resolution of IT support requests and incidents.
• Develop and implement service desk policies, procedures, and best practices to optimize service delivery and ensure adherence to ITIL processes.
• Coordinate with other IT teams and departments to escalate and resolve complex technical issues and ensure timely resolution of service disruptions.
• Manage service desk staffing levels, schedules, and workload allocation to ensure adequate coverage during operating hours (7am-6pm, Monday to Friday).
• Handle escalated user inquiries and complaints, resolving issues promptly and effectively to maintain positive relationships with internal users.
Hands-on/Technical
• Provide technical expertise and support to service desk engineers, assisting with troubleshooting, problem resolution, and escalation management as needed.
• Stay abreast of emerging technologies, industry trends, and best practices in IT service management to enhance service desk capabilities and effectiveness.
• Assist in the development and implementation of IT service management tools, systems, and processes to streamline operations and improve service quality.
• Collaborate with other IT teams on projects and initiatives, contributing technical expertise and insights to support successful project delivery.
Required Background:
• Degree or similar in Information Technology, Computer Science, or related field.
• Considerable experience in IT service desk management, preferably within a professional services environment.
• Proven leadership skills with experience managing and motivating teams of technical professionals.
• Strong knowledge of ITIL processes, principles, and best practices, with ITIL certification preferred.
• Excellent communication skills with the ability to interact effectively with internal users, stakeholders, and senior management.
• Solid technical background with expertise in Microsoft Windows, Active Directory, Office 365, and IT service management tools.
• Ability to work effectively under pressure, prioritize tasks, and meet tight deadlines in a fast-paced environment.
• Strong analytical and problem-solving skills with a focus on continuous improvement and customer satisfaction.
• Flexibility to provide occasional out of hours support and cover during extended business hours as needed.
This fantastic role comes with a basic annual salary of £(phone number removed) p/a and is accompanied with 25 days holiday (Plus bank holidays & your birthday off), death in service equivalent to twice annual salary, pension scheme, hybrid working and professional fees paid (subject to requirement for your role) plus many more
This role will be split between management (75%) and hands-on support (25%). The IT Service Desk Manager will play a crucial role in maintaining high levels of customer satisfaction, managing service delivery, and driving continuous improvement initiatives within the service desk function.
Main Responsibilities:
Management
• Lead, mentor, and manage a team of 10 service desk engineers, providing guidance, support, and coaching to ensure high performance and professional development.
• Oversee the day-to-day operations of the service desk, including ticket management, prioritisation, and resolution of IT support requests and incidents.
• Develop and implement service desk policies, procedures, and best practices to optimize service delivery and ensure adherence to ITIL processes.
• Coordinate with other IT teams and departments to escalate and resolve complex technical issues and ensure timely resolution of service disruptions.
• Manage service desk staffing levels, schedules, and workload allocation to ensure adequate coverage during operating hours (7am-6pm, Monday to Friday).
• Handle escalated user inquiries and complaints, resolving issues promptly and effectively to maintain positive relationships with internal users.
Hands-on/Technical
• Provide technical expertise and support to service desk engineers, assisting with troubleshooting, problem resolution, and escalation management as needed.
• Stay abreast of emerging technologies, industry trends, and best practices in IT service management to enhance service desk capabilities and effectiveness.
• Assist in the development and implementation of IT service management tools, systems, and processes to streamline operations and improve service quality.
• Collaborate with other IT teams on projects and initiatives, contributing technical expertise and insights to support successful project delivery.
Required Background:
• Degree or similar in Information Technology, Computer Science, or related field.
• Considerable experience in IT service desk management, preferably within a professional services environment.
• Proven leadership skills with experience managing and motivating teams of technical professionals.
• Strong knowledge of ITIL processes, principles, and best practices, with ITIL certification preferred.
• Excellent communication skills with the ability to interact effectively with internal users, stakeholders, and senior management.
• Solid technical background with expertise in Microsoft Windows, Active Directory, Office 365, and IT service management tools.
• Ability to work effectively under pressure, prioritize tasks, and meet tight deadlines in a fast-paced environment.
• Strong analytical and problem-solving skills with a focus on continuous improvement and customer satisfaction.
• Flexibility to provide occasional out of hours support and cover during extended business hours as needed.
This fantastic role comes with a basic annual salary of £(phone number removed) p/a and is accompanied with 25 days holiday (Plus bank holidays & your birthday off), death in service equivalent to twice annual salary, pension scheme, hybrid working and professional fees paid (subject to requirement for your role) plus many more
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