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Date Added: Fri 10/09/2021

Service Desk & Infrastructure Manager

London, UK
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Job Type: Permanent, FullTime

Salary: £70000 - £78000/annum + benefits

Service Desk & Infrastructure Manager


Central London

Our client is currently looking to recruit a Service Desk & Infrastructure Manager to join manage their busy service desk and help design the future of the IT and Infrastructure in line with business plans. The Service Desk & Infrastructure Manager will be overseeing key IT functions and ensuring these are in place to meet business needs. The Service Desk & Infrastructure Manager will need experience in a regulated industry and will have expert knowledge of ITIL disciplines.

Key Responsibilities of the Service Desk & Infrastructure Manager

Evaluating internal functions, business development strategies, IT processes and suggesting improvements.
Creating business architecture models to reflect the organization's strategies and goals, as well as creating and implementing business visions and goals.
Evaluating systems engineering models for discrepancies and vulnerabilities.
Suggesting ideas to reduce costs in IT and business leadership.
Line management responsibility for Seven Service Delivery Engineers across multiple sites.
Maintain high performing service support functions including IT Service Desk, Desktop Support and VIP Support.
Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
As owner of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Lead the Service Delivery team to continually improve the desktop computing environment.
Manage the desktop computing environment to ensure that laptops, PC's and other access devices are built and maintained to high standards of performance and security.
Make recommendations for Service Improvement Plans and ensure actions are followed
through to completion in a timely manner.
Work with internal and third-party teams to ensure actions are taken and completed
to protect and improve services.
Provide regular and accurate management reporting on IT Service performance.

Key Experience and Skills of the Service Desk & Infrastructure Manager

Experience in enterprise architecture.
Ability to diagnose problems quickly and solve problems effectively.
Expert knowledge of ITIL disciplines.
Able to demonstrate the ability to undertake the above responsibilities.
Experience in system architecture may be advantageous.
Excellent technical, analytical, and project management skills.
A passion for Service Improvement.
Experienced Service Management professional.
Previous experience as a Team Lead or demonstrable experience in leading teams.
Experience of managing 3rd parties and 3rd party delivered services.
Service Management or Support in a diverse and collaborative environment of incident
management, escalation procedures and related disciplines.
Excellent leadership and people management skills.
Excellent written and verbal communication skills.
Willingness to support and mentor junior staff.
Excellent customer facing/customer service skills.
Able to work under pressure and meet deadlines.
Able to demonstrate a high degree of flexibility including shift and out of hours working.
Excellent organisational skills.
Able to manage sensitive and sometimes confidential information.
Performs other duties as and when directed

If you are interested in this role then please apply as directed
Apply Now