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Service Desk Manager

  • Reference IP30988-MM
  • Salary £30,000 - £35,000
  • Location Cardiff
  • Job type Permanent

Service Desk Manager - Cardiff - £35,000 per annum

25 days holiday, company & individual bonus scheme, healthcare, life assurance, flexible working, pension

This role will be offering fully remote work intitially during the COVID-19 Pandemic, and interviewing will be done via Video.

We're helping a growing law firm in Cardiff find an experienced Service Desk Manager to fulfil a brand new position within the business. I'm keen to speak to professionals who have a background of leading a busy service desk team as well as sound knowledge of Windows 10 and Office 365.

The company are in the process of some exciting projects across the IT team, with Office 365 due to be rolled out in March this year as well as a new Document Management tool.

• To manage the performance of the IT Service Desk in supporting our clients and to have responsibility for managing the IT Service Desk team who are based in our Cardiff and london Office. The post holder (based in Cardiff) will also be responsible for overseeing that service levels are achieved and customer expectations are met or exceeded with regards to the day to day operation of the IT Service Desk. Candidates require a broad in-depth knowledge of the workings of the Service Desk, the IT team and the business as a whole to enable them to make appropriate decisions, instructions, advice and support to the team.
• The successful candidate will have proven experience of managing the Service Desk and delivering strong service delivery.
• Some travel to the London office may be required.
• Key duties and responsibilities will include but not be limited to:
• Responsible for making decisions for the IT Service Desk team where required to ensure full service delivery.
• Monitor Helpdesk activity levels and provide data on trends, reporting statistics (re: calls logged/matters outstanding) and any other management information required, as and when needed.
• Managing staffing levels in the IT Service Desk team including absence approval and scheduling the rota to ensure full Service Desk cover during the required business hours.
• Analyse the firms business needs and work with colleagues to achieve/overcome their technological goals/challenges.
• Assisting the IT Manager and Head of IT where required (e.g. ad hoc projects, helping out where there are capacity issues etc).
• Responsible for the recruitment, training, performance management and resource planning of the IT Service Desk team including annual appraisals.

Technical Skills
• Have a relevant IT qualification and/or previous experience of working in a professional services environment
• Supporting systemsincluding or similar to, Thomson Elite 3E, Intapp Time, Intapp Open, Mimecast, Bighand
• Understanding Document Management Technology
• Excellent knowledge of Windows 10 / Office 365 /Citrix
• Freshservice or similar Service Management tools
• MDM, troubleshooting IOS, Android and Blackberry devices
• Active directory administration
• Knowledge of installing and troubleshooting printers and network printing
• Understanding of video and voice conferencing

If you think you'd be a good match for the role, then hit apply and lets have a chat.

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