Help Desk Team Manager

CBS Butler; 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. This role focuses on overseeing a service desk team, ensuring high-quality IT support, and mentoring team members. The position offers opportunities for leadership and personal development along with benefits such as employee discounts and flexible leave options.

Benefits

26 Days annual leave plus public holidays

Pension - Double matching contributions up to 10%

Life assurance

Companywide incentive plans

Flexible benefits (increased holidays/travel)

Employee discounts

Employee assistance programme/virtual GP

Qualifications

• Strong leadership and communication skills.
• Experience in IT support and infrastructure.
• Familiarity with virtualization and ITIL processes.

Responsibilities

• Oversee daily operations of the service desk.
• Implement and monitor SLAs and KPIs.
• Design and implement automation workflows.

Skills

Leadership

Communication

IT Support

Incident Management

Automation Workflows

Tools

VMWare/Horizon

Microsoft Server 2019

CISCO/Juniper

ITSM tools

Active Directory

Exchange

ITIL Processes

Job description

Help Desk Team Manager

Location: Bracknell

Salary: GBP48k 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