Information Technology Service Desk Manager
London, England, United Kingdom
Client: A leading cosmetic firm in the United Kingdom Job Title: Information Technology Service Desk Manager
Location: London W1U 8ED, United Kingdom
Job Description:
We are seeking a dynamic and experienced Service Delivery/Support Manager to lead the service delivery and support desk for a confidential luxury skincare brand undergoing a significant digital transformation.
This is an exciting opportunity to be at the forefront of a major revamp in IT support and service delivery for a prestigious and innovative brand in the luxury skincare industry.
The candidate for this role should be technically excellent, with a strong background in IT support, IT infrastructure and service management, combined with project management skills and the ability to lead and inspire a team.
Key Responsibilities:
Lead the service delivery and support desk operations, ensuring high-quality IT support.
Manage a revamp of the IT support and service delivery systems, including changing ticketing systems to service now.
Oversee the entire IT support team, ensuring effective management of first and second line support.
Hands-on involvement in daily service desk activities and ticketing system management.
Provide leadership and guidance in a period of significant organizational change.
Manage IT budget and procurement for day to day services and hardware requirements
Provide 3rd line escalation point for the IT support team.
Define, manage and execute new IT projects to modernize and keep the business ahead of the curve for modern business IT maintaining a cloud first approach.
Requirements:
MS Office 365: In-depth knowledge and hands-on experience in managing and troubleshooting and deploying Office 365 applications.
Have an excellent technical understanding of a Microsoft environment using all aspects of E5 licensing.
Hands on experience of Intune and Azure environments and how to support them and experience in cloud first environments.
Excellent networking and security knowledge with experience in SASE solutions
Experience: 3-4 years in infrastructure engineering, 1-2 years in service desk management.
Directly managing the day-to-day operations of the service desk team. This involves monitoring ticket flow, ensuring timely resolution of issues, and maintaining high levels of customer service.
Technical expertise in multiple ticketing systems, with a preference for experience in ServiceNow. This will include expert understanding of ticketing best practices.
Managing and mentoring the IT support team. This includes overseeing the performance of first and second line support teams, providing technical guidance, and ensuring team members are well-equipped to handle their responsibilities.
Capacity to work in a high-pressure environment, managing multiple tasks efficiently.
Ability to interact optimally with C suite and director level employees.
Up-to-date with the latest IT trends and practices, and applying this knowledge to improve the service delivery.
Ability to instill a learning culture within the IT support teams by being an active learner.
Budget management for procurement and project management within service desk needs.
Experience managing a team supporting approximately 600 internal users, plus external users associated with partner organizations.
Strong communication skills and presentable for interactions with the C-suite.
Experience in migrating to a new ticketing system is a plus.
Excellent project management skills and a hands on approach to executing projects
Why Join Us:
Be a part of a luxurious and prestigious brand known for its innovation in the skincare industry.
Unique opportunity to spearhead a Greenfield project, setting up new processes and systems from scratch.
Be the change agent in an organization valuing digital transformation and modern IT practices.