Service Desk/Service Delivery Manager - London

£50-60k - IT - IT
Ref: 99 Date Posted: Friday 13 May 2022
LinkedIn ShareShare

Are you missing the technical aspects of the role or really looking to get involved in setting up the service desk processes and procedures as well as take on a hands-on part in moving a company to ISO27001 accreditation?

This global brand with a small IT team based in central London are currently looking for a Service Desk Manager to join the team and also help construct and implement necessary processes and procedures across the business.  It is essential that you will be competent technically with Azure, AD and an appreciation of all things infrastructure, whilst it is not a hands on role due to the size of the team it will be essential to roll-up your sleves and get stuck in on occassion.

As well as leading, mentoring and training a small team, some of the other duties are:

  • Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
  • Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset
  • Coordinating and managing all relevant stakeholders, including the support desk team, users, and other teams that are involved in service desk operations.
  • Development of and performance management against SLA’s and KPI’s
  • Management of Group IT Change process including chairing the weekly Change Meeting.
  • Management of the ITSM system
  • Triage and resolution of 1st and 2nd line tickets

As mentioned above, you must have a solid technical understanding of Azure and AD

The company is at a pivotal stage and with looking to move to ISO27001 accreditation, the successful candidate can help that the necessary processes and procedures are implemented effectively and that they are adhered to across the business.

Hybrid working (3 days office/2 home)

Great culture within the office and lots of prospects to grow and develop