IT Service Desk Manager

The post holder will be responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. Responsibilities Effectively managing, developing, and training/mentoring the service desk team including setting objectives and performing one to one reviews with team members. The team will include Student placements and apprentices. Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. Conduct and share results from service and operation performance reviews. Promote the service desk with senior management and working to ensure that it is properly viewed as a core business asset. Being aware of and managing the costs of running the service desks. Ensure departmental KPI's and SLAs are met for systems availability and uptime. Work with 3rd party suppliers and managing and negotiating support contracts Adopt the One-Team' approach to work collaboratively both within the department and across the Organisation. Ensure all records relating to Requests, Incidents, Problems and Knowledge Management are completed accurately and within agreed timeframe. Participate in on site customer/supplier audits as required. Prioritise and delegate tasks to ensure productivity, quality & improvement targets are met in accordance with set KPI's. Lead & participate in projects to success via SMART objectives. Perform other duties as directed by Department Manager Reward Competitive salary Annual bonus (linked to company performance) 33 days annual leave 37.5 hours per week £5,000 employee referral bonus Health cash plan Contributory salary sacrifice pension scheme Cycle to Work Scheme Life Assurance Scheme at x4 gross salary Competitive enhanced Maternity and Paternity pay IVF & Assisted Conception Policy Dedicated employee parking Employee Recognition scheme Long Service Awards Wellbeing Initiatives Discounted Gym membership Local charity / sponsorship activities Learning and development opportunities Career progression Requirements Essential A good working knowledge of PC hardware, windows desktop software and office products. Proven experience supporting server hardware, windows server 2019/22, VMware, CISCO Networking and SANs. A good working knowledge experience of supporting Veeam as well as DR and other backup technologies. Proven experience in incident management, service request management and problem solving Experience of using MS Office 365 / Active Directory management portal including license and user management Third level qualification in computer science or IT related subject Minimum of 5 years' experience within a relevant role with management experience Experience of administration / ownership of service desk tools and technology, such as Contact Centre, ITSM, remote access, knowledge resources. Knowledge and understanding of best practice framework (such as ITIL, ISO20k) for the delivery of IT services. A current driver's licence and own transport is required. Out of Hours work may be a requirement, from time to time, in this role. Participation in the on-call rota Desirable A background in application support O365 administration and Security MRP / ERP application support experience Previous experience of working on a manufacturing environment CISCO network experience Firewall experience - if possible, using Fortinet We reserve the right to enhance criteria on shortlisting. Thompson Aero Seating is an Equal Opportunities employer. The closing date for applications is the 13th October 2024 at 17:00. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process, click the Apply button below to Login/Register.