Service Desk Manager

Armstrong Knight Ltd; London; On-site; GBP 50,000 - 75,000; Full time

Job summary

A leading company in London seeks a Technical Lead to excel in engineering and team management. The successful candidate will develop a team while ensuring quality automation in network deployments. This role offers a vibrant work environment with team-building social activities and numerous opportunities for personal growth.

Benefits

Paid social activities

Inspiring learning environment

Qualifications

• Experience in engineering and team management.
• Strong skills in automation and systems design.
• Ability to conduct technical training and client onboarding.

Responsibilities

• Develop a team of engineers and technicians while applying deep technology knowledge.
• Ensure smooth deployment of servers, networks, and PCs using automation.
• Monitor helpdesk requests and assign tasks based on SLA.

Skills

Scripting

Network Quality

Automation

Systems Design

Project Management

Technical Training

Client Onboarding

Documentation

Tools

Microsoft Server

AWS

PowerShell

Visio

SharePoint

Cisco Meraki

AutoCAD

Veeam

Job description

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This role would suit an individual who excels in engineering and team management. You will develop a team of engineers and technicians while applying deep knowledge of leading technologies across mainly mid-market clients. Liaising with the Operations Manager, you will define the Technical Learning Program for the team. Working with internal consultants and developers, you will customize processes, reporting, and dashboards.

A key aspect of the role is the smooth deployment of servers, networks, and PCs using automation. This role is for someone ready to make their mark and grow with a business that showed 25% growth last year.

Key Areas of Responsibility:

• Automation: Our client prides itself on exceptional network and deployment quality, error-free and with minimal break-fix. You will be skilled in scripting and help establish innovative service techniques.
• Research and Development: As MSP-level partners with technology providers, you will research and test new systems and technologies both in-house and within client networks. Maintain insight into partner roadmaps and occasionally present research at client or team forums.
• Systems Design: Define and engineer solutions for clients and internal operations, using technical diagrams for collaboration and approval.
• Case Management: With your Team Leader, monitor helpdesk requests, assign tasks based on SLA’s, skills, and capacity.
• Knowledge: Ensure knowledge bases are updated, escalations are efficient, and communications are timely.
• Fee Earning: Record time for out-of-scope cases for billing purposes.
• QA: With your Team Leader, ensure tasks meet quality standards for standard builds of PCs, mobile devices, servers, routers, etc.
• Process Management: Collaborate with Operations and Sprint Managers to improve deployment processes and maintain records.
• Reporting: Work with the Managing Director to develop KPIs and dashboards, audits, and integrations.
• Client Onboarding: Lead technical onboarding, including audits and change management.
• Onsite Support: Provide onsite support, ensuring SLA adherence, proper documentation, and escalation procedures.
• Technical Lead & Training: Define installation tasks, liaise with clients and architects, and dedicate 3 hours weekly to learning, with support for exams.

Required skills and tools include: Microsoft Server, AWS, Axure, ESET, GPO Management, Visio, PowerShell, Server Dynamics, Office 365, SharePoint, Cisco Meraki, AutoCAD, Veeam, Routing, Dell Centrex, Mimecast.

Based in Shoreditch, London, the company offers an inspiring environment for learning and growth, along with social activities like paintball, wakeboarding, snowboarding, climbing, theatre, and dining, all paid for by the company.