Job Specifications
Hands-on Service Desk Manager
Permanent Full Time
West London - Hybrid working
PS55,000 - PS65,000 + Private healthcare, subsidised meals
As Service Desk Manager you will be responsible for the day to day support and maintenance of all end user services Windows, M365, etc, to all offices globally, Provision of laptops and mobile devices, Supporting desktop client access to back-office applications that are supported by the applications team, End user security management.
Required experience:
Extensive Service Desk experience:
Running a modern user centric support function in an international business.
Creation, monitoring and reporting of relevant SLA and KPI metrics
Acting as an ambassador to end users, and working directly with users to meet their needs
Management of ITSM tools (service desk, auto deployment, patching, remote support, etc)
Running a service desk on Single Point of Contact principles and managing the escalation to third line or external resource where necessary.
Extensive M365 operational experience:
Familiar with user provisioning and management within M365
How to deploy and support M365 endpoints in a 'cloud first' M365 native Infrastructure
Hands on technical knowledge of M365 architecture and administration, and an understanding of Microsoft best practice.
Managing and Governing Sharepoint in an Enterprise environment
General familiarity with Microsoft stack technologies:
Microsoft Windows 10/11.
Microsoft Office applications support (Word, Excel, etc) o Windows server, AD, AAD, Exchange online, etc
Experience working in a multinational environment:
Challenges associated with supporting smaller remote offices with no on-site IT staff.
Dealing with multi-time zone support
Working with local in-country support to provide on-site service
Device and user roll out:
Quick and efficient delivery of end user devices, using auto-deployment wherever possible (including internationally)
Efficient user provisioning processes based on RBAC principles and automation where possible.
Familiar with Hybrid working patterns and how to provide BAU support to home and remote workers.
IT Service Governance
Familiar with setting up, managing and administering IT Service governance, ideally aligned with ITIL principles. Including:
User provisioning and access management (Starter/movers/leavers, access reviews, etc)
Change management
Asset management
Incident/Problem management
Service catalogue, CMDB, etc
End user device and software patching
Familiarity with Information Security Operational management
The role of service desk in incident response
General familiarity with security best practice
Secure by design principles, including MDM for mobiles and laptops
Specific infosec skills not required, but will responsible for some elements of Infosec as they relate to end users, their devices, and the service desk.
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation
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About the Company
Welcome to Proactive.IT Appointments Ltd.
With 30+ years of experience, Proactive.IT Appointments are at the forefront of the IT recruitment sector. Established in 1991, we have become the preferred partner for many Blue Chip national, global and Government organisations. Our dynamic team has built an unparalleled knowledge of the marketplace. Technology never stands still, so neither do we. We understand the industry trends and technological developments that matter most to our clients in an ever-changing market place, whi...
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