Help Desk Team Manager

CBSbutler Ltd.; Bracknell; On-site; GBP 48,000 - 56,000; Full time

Job summary

A leading global IT Consultancy is seeking a Help Desk Team Manager in Bracknell to oversee a service desk team providing crucial IT support across the UK. This role requires strong leadership and communication skills, along with a drive for continuous improvement and mentorship opportunities for junior staff. The ideal candidate will have in-depth knowledge of IT infrastructure and service management processes, and be proactive in achieving high support standards while utilizing advanced ITSM tools.

Benefits

26 Days annual leave plus public holidays

Double matching pension contributions up to 10%

Life assurance

Companywide incentive plans

Flexible benefits options

Employee discounts

Employee assistance programme / virtual GP

Qualifications

• Leadership experience required in IT support.
• Strong knowledge of infrastructures and related technologies.
• Ability to mentor junior team members.

Responsibilities

• Oversee daily operations of the service desk.
• Implement SLAs and KPIs for high-quality support.
• Design automation workflows for incident management.

Skills

Leadership

Communication

IT Support

Infrastructure Knowledge

Tools

Virtualisation (VMWare/Horizon)

Microsoft Server 2019

CISCO/Juniper network devices

Trellix/Trend

Active Directory

Exchange

ITIL Processes

Job description

Help Desk Team Manager

Location: Bracknell

Salary: £48k plus 3% bonus

Candidates must be willing and eligible for SC clearance for this role.

You will join a global IT Consultancy and oversee a service desk team consisting of 1st, 2nd, and 3rd Line support technicians. This role offers a chance to expand one's IT knowledge and management skills. The ideal candidate should possess strong leadership and communication abilities and be capable of mentoring junior team members. Self-study and training opportunities are available for upskilling in specific technologies related to the role.

The position involves working with an on-site team supporting customers at various locations within the UK. This technical role requires liaising with key stakeholders to provide guidance and support.

Key Responsibilities:

• Oversee the daily operations of the service desk, ensuring timely resolution of IT issues and requests.
• Implement and monitor service level agreements (SLAs) and key performance indicators (KPIs) to maintain high-quality support standards.
• Create and update processes and instructions for the team.
• Design and implement automation workflows to streamline incident management, request fulfillment, and repetitive tasks using ITSM tools such as Microsoft Service Center Service Manager.
• Manage service management, performance/people management, communication, and recruitment activities.
• Manage incidents to resolution in collaboration with third parties, keeping records updated according to agreed work instructions. Escalate when necessary.

Your Experience:

Leadership experience with IT support and infrastructure knowledge, including:

• Virtualisation (VMWare/Horizon)
• Microsoft Server 2019
• CISCO/Juniper network devices
• Trellix/Trend
• Active Directory
• Exchange
• ITIL Processes

Your benefits:

26 Days annual leave plus public holidays (3 flexible)

Pension - Double matching contributions of up to 10%

Life assurance

Companywide incentive plans

Your choices (Flexible benefits such as increased holidays / travel / dental critical illness and more)

Perks at work - employee discounts

Employee assistance programme / virtual GP