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Date Added: Tue 24/01/2023

IT Operations And Helpdesk Manager

Holbeck, LS11, UK
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Job Type: Permanent, FullTime

Salary: £40000 - £50000/annum

IT Operations and Help Desk Manager

Leeds West Yorkshire LS11

£40000 - £50000

Permanent role

Your working week will be 35 hours, 7 hours per day between 8.30am and 4pm, Monday to Friday, with some flexibility required for ongoing projects.

Hawk 3 Talent Solutions are looking for a Customer focussed IT Professional to join a team based in Leeds, West Yorkshire as a IT Operations and Help Desk Manager

The Role

Whether you're an IT professional with a strong technical background that's ready to take their first step into a people-management role, or an already experienced leader ready for their next challenge, this role is a fantastic opportunity in which you can make an impact from day one.

Technical support is crucial to the company's success. As the Operations and Help Desk Manager within the IT Operations Team, your mission is to enable and support the colleagues and technology that keep the company running. You'll be responsible for making sure our core service processes are as reliable and stable as possible, managing the team's workload so that we're able to meet our business demand.

The team of trusted IT specialists support colleagues across the business, as well as their thousands of customers. The team's solutions are rooted in technical skill, product expertise, and a thorough understanding of evolving technical needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can be scaled across the business, everything we do aims to ensure our stakeholders benefit from the full potential of their technology offering.


Managing and supporting a team of help desk technicians
Troubleshooting and resolving technical issues
Mentoring your team, providing training, and conducting performance evaluations
Monitoring team performance and developing feedback reports for management
Managing escalations and ensuring any issues are resolved in a timely manner
Creating and ensuring multi-level SLAs relevant to the organisation are met
Managing the installation and upgrade of projects
Ensuring all systems are update to date according to the patching schedule
IT Procurement activities
Managing monitoring system, responding to notifications accordingly
Communicating with internal stakeholders as required, keeping them informed of incident progress, as well as notifying them of impending changes or agreed outages
Monthly patching updates (typically 6 hours on a Sunday once per month - paid at an overtime rate)
Out of core hours Data Centre maintenance (typically 4 hours once per month - paid at an overtime rate)
Skills/Knowledge and Experience

Advanced understanding of operating systems, business applications, printing systems and network systems
Technical awareness, as well as the ability to match resources to technical issues appropriately
Advanced knowledge of firewalls and security (ideally SonicWALL)
Advanced knowledge of networks - LAN/WAN/routers (ideally Meraki and Dell)
Advanced knowledge of Storage Arrays (ideally Dell Compellent)
Windows Server 2012 R2/2016/2019
Linux (ideally Ubuntu)
Citrix XenServer and XenApp (ideally 7.1CU2)
Microsoft Azure Platform
Windows 10 & 11
Active Directory
SQL Server (ideally 2016 and 2019)
MS Exchange (ideally 2013 and 2019)
Excellent leadership and people management skills.
Strong customer service skills.

Lifestyle Rewards

35 hour working week
27 days Annual Leave + Bank Holidays
Additional Paid Leave for your Birthday, Christmas Eve and New Year's Eve
Flexible Holidays - leave can be bought, sold and taken hourly
Extra holiday for length of service
Enhanced Maternity / Paternity / Adoption Pay
Business-casual dress code
Financial Rewards

Punctuality and attendance-based financial rewards
Financial reward and recognition for memorable moments throughout Your Journey, including length of service milestones and key life events
Manager's Cheer - monthly financial reward and recognition for going above and beyond in your role
My Staff Shop - a wide range of discounts and savings at UK retailers
Travel Support - free parking, bus discounts, cycling facilities
Death in Service Benefit - 4 times annual salary
Contributory Pension Scheme
Personal Growth

Learning & Development Allowance - paid time to learn in work
Professional Qualifications - financial and study support
Health Rewards

Free Gym Membership
Health Cash Back Plan - generous cash back towards every day health costs, including dental, optical, wellbeing and combined therapy
GP Anytime - access to 24/7 prescribing GP for you and your family
Employee Assistance Programme - 24/7 help line, including up to 8 free counselling sessions
Engagement Rewards

Team Events
Regular charity fundraising including fun games, food, raffles, auctions and more
Closing date is 19.2.2023 Please note this could change subject to suitable applications.

Hawk 3 Talent Solutions are acting as an employment agency on behalf of it's client.

To Apply please follow the application process for the site this job is advertised on or email your CV to  or call Deb on (phone number removed) By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy. To view our full Privacy Policy please visit our website.

Hawk 3 Talent Solutions are committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future
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