IT Service Desk Lead

Your Company The company is a forward-thinking organisation that is heavily investing in its technology to stay at the forefront of innovation. It is committed to creating a dynamic and supportive environment where employees can thrive and contribute to ongoing success. The company values collaboration, continuous improvement, and the professional growth of its team members. Your Role The IT Service Desk Manager will be responsible for managing the daily operations of the service desk, ensuring it runs smoothly and efficiently. This role involves leading and mentoring a diverse team, including student placements and apprentices, setting objectives, and conducting regular performance reviews. The manager will document and audit processes, conduct performance reviews, and promote the service desk as a core business asset. They will manage costs, ensure departmental KPIs and SLAs are met, and work closely with third-party suppliers to negotiate support contracts. Additionally, the role includes participating in on-site audits, prioritising and delegating tasks, and leading projects to success using SMART objectives. What You Need to Succeed To excel in this role, the candidate should have a strong working knowledge of PC hardware, Windows desktop software, and office products. Proven experience of supporting server hardware, Windows Server 2019/22, VMware, CISCO Networking, and SANs is essential. The candidate should be adept at supporting Veeam, DR, and other backup technologies, and have a solid background in incident management, service request management, and problem-solving. Experience with MS Office 365, Active Directory management, and service desk tools is crucial. A third-level qualification in computer science or a related field, along with a minimum of five years' relevant experience and management experience, is required. Knowledge of ITIL or ISO20k frameworks and a current driving licence with your own transport are also necessary. Desirable skills include application support, O365 administration and security, MRP/ERP application support, and experience in a manufacturing environment. What You Will Get in Return In return for their expertise and dedication, the company offers a competitive salary and an annual bonus linked to company performance. The successful candidate will enjoy 33 days of annual leave, a 37.5-hour workweek, and a £5,000 employee referral bonus. The comprehensive benefits package includes a health cash plan, a contributory salary sacrifice pension scheme, a Cycle to Work Scheme, and life assurance at four times the gross salary. The company also provides competitive enhanced maternity and paternity pay, dedicated employee parking, and an employee recognition scheme. Long service awards, wellbeing initiatives, discounted gym membership, local charity sponsorship activities, and ample learning and development opportunities are all part of the company's commitment to career progression and overall well-being. If this isn't for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be Skills: active Directory 365 exchange Benefits: 55000