- Accountable for managing all IT tickets across the organisation.
- Collaborate with the wider IT team to ensure end-to-end resolution of all tickets.
- Establish best practices for smooth resolution of customer issues.
- Ensure appropriate escalation and communication of priority tickets.
- Create and report on KPIs to measure the success of IT service.
- Foster a continuous improvement environment focused on service excellence.
- Manage IT onboarding for all associates, including the supply and orientation of required equipment.
- Oversee the execution of corporate data backups.
- Provide onsite and remote assistance to associates across the business.
- Develop and maintain standards and operating procedures for the helpdesk function.
- Ensure appropriate prioritisation of tasks.
- Proactively monitor core systems and take pre-emptive action to mitigate issues.
IT Service Desk Manager
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Sorry! This position is now closed
Salaryupto £55,000
Hours37.50 hours
Contract TypePermanent
LocationAxis Business Park, Portal Way, Gillmoss, Liverpool
Closing Date2024-07-08
About the Role
Job Overview
- Accountable for managing all IT tickets across the organisation.
- Collaborate with the wider IT team to ensure end-to-end resolution of all tickets.
- Establish best practices for smooth resolution of customer issues.
- Ensure appropriate escalation and communication of priority tickets.
- Create and report on KPIs to measure the success of IT service.
- Foster a continuous improvement environment focused on service excellence.
- Manage IT onboarding for all associates, including the supply and orientation of required equipment.
- Oversee the execution of corporate data backups.
- Provide onsite and remote assistance to associates across the business.
- Develop and maintain standards and operating procedures for the helpdesk function.
- Ensure appropriate prioritisation of tasks.
- Proactively monitor core systems and take pre-emptive action to mitigate issues.
Package Description
- Up to £55,000 per annum
- Based at our Liverpool Head Office working Monday – Friday with occasional weekend and out of hours working.
- 28 days paid holiday per annum, rising to 33 days upon 5 years’ service (inclusive of bank holidays)
- Contributable Company pension scheme
Employee benefits:
- MyHB employee benefits platform with access to:
- Retail and leisure discounts plus hundreds more
- Free Financial Advice
- Bank your savings into an ISA
- 24/7 confidential counselling and advice line
- Low cost voluntary insured health plans
- Onsite heavily subsidised Health and Fitness Centre
- Onsite canteen
- 10% store discount
- Access to social and sporting events
- Free car parking
- Death in Service Benefit (subject to 12 months complete service)
- Long Service recognition scheme
Minimum Criteria to Apply
- Proven experience in managing an IT Service Desk function in a fast-paced environment.
- A customer-first approach to service.
- Strong skills in managing performance and developing talent.
- Analytical and problem-solving skills with a can-do attitude.
- ITIL certification preferred.
- Excellent collaboration and influencing skill