IT Service Desk Manager.

An IT Service Desk Manager is required to join a well-established and fast-growing IT Services, Solutions and Consultancy practice based out of Borehamwood.

The IT Service Desk Manager will be providing day-to-day management of 1^st and 2^nd line technical service desk resources to ensure response to clients are within SLA. You will oversee incidents, problems, changes, and service requests, manage and coordinate urgent and complicated support issues, become the incident manager in major incidents, act as escalation point for all incidents and requests and develop and mature phone & email ticket escalation processes to ensure free flowing escalation and information within the organisation.

You will:

• Act as an escalation point for 2^nd and 3^rd line incidents.
• Maintain ongoing communication of incident updates for escalated incidents.
• Manage and maintain monitoring systems and generated alerts.
• Hold overall responsibility for ticket management including Incidents, Problems, Change and Service Requests.
• Manage engineer scheduling for project and incident-originated work.
• Direct line management of a team of up to 6 including permanent and contract staff.

You will be ITIL qualified and boast a proven track record as a Technical Service Desk Manager with a history of working in a 3^rd line technical support role with a detailed understanding of IP networks traffic, firewalls, routing etc. and Microsoft 365 including Azure AD and Intune.