Service Desk Manager

Job Type:
Cloud & Infrastructure
Job reference:
5 days ago

IT Service Manager London
On site role based in London
Salary up to £43k
Our client is a leading education trust with over 50 primary and secondary academies across London and Essex. They are looking to appoint three IT Service Managers to join their Central Team, supporting their secondary sites. The IT Service Manager will be an escalation point for day to day desktop support issues at the Academies in your care. You will also work with the Academy Senior Leadership teams (SLT), IT Technicians and the Central ICT Team to ensure that centrally hosted IT services are delivered, maintained, and supported in accordance with existing SLA's.
Incident, Request and Problem Management
· To provide high-quality technical support, advice and guidance to the staff and students at the Academies in your care.
· To ensure that all Academy IT support needs are logged appropriately on the Service Management system.
· To ensure that Academy IT support tickets are resolved within the target resolution time as dictated by the SLA.
· To retain ownership of escalated IT support tickets and ensure local staff are regularly informed of
the status of their ticket.
· To re-route or escalate IT support tickets to the appropriate team and work with 3rd line support, Project Managers and the relevant stakeholders to achieve resolution.
· To identify and implement workarounds for desktop related problems and document these within the Knowledge Base.
· Identify recurring IT incidents and perform root cause analysis to identify the underlying cause.
· Coordinate Incident tracking efforts and notification to Customers through the service desk; maintain regular communications with the appropriate local staff until Incident resolution.
· Raise Change Requests (RFC's) as necessary to implement permanent solutions and prevent future incidents occurring.
· Notify the key contacts within the Academies in your care upon detection of a major incident affecting the delivery or operation of any centrally hosted service.
· Manage and coordinate the support efforts of the local IT Technicians at the academies in your care.
· Be an escalation point for complex IT issues, where a higher level of knowledge, skill, experience, and permissions are required to achieve resolution.
Provide day to day support for systems or services in each Academy (Access Control, CCTV etc.), either remotely or during site visits.
· Assist with the imaging, deployment and maintenance of Windows 10 PCs, Laptops, Tablets, iPads and related endpoint devices.
· Assist with the installation, configuration and maintenance of computer peripheral equipment multifunctional printers, Interactive whiteboards (IWB's) and Projectors, ensuring that this hardware is regularly tested and ready for use when required.
· Assist with the installation and testing of new software and software updates / upgrades, always ensuring compliance with software licensing regulations.
· To install, configure and maintain VoIP telephones.
· Ensure the anti-virus software is correctly installed, updated and maintained on all workstations and servers.


· Where necessary, support the Head of Service Delivery to ensure that the skills and resources within the team are deployed efficiently across the Academies.
· Be easily adaptable to provide capacity, capability, and support for new systems as they are developed, tested and implemented.
· Co-ordinate and direct the activities of the local IT resources to ensure an excellent, customer focussed service to the academy.
· Mentor other team members to ensure advanced levels of cross-skilling in all relevant technologies.


· Deliver the IT service in accordance with ITIL and clients principles.
· Maintain communication between Academy ICT support staff, SLT and the Central ICT team.
· Help to maintain the Asset Management database and CMDB to ensure all relevant detail on all IT assets is captured and applied correctly.
· Maintain the delivery of systems and services in accordance with defined Service Levels.
· Liaise with Academy leads to develop an understanding of their needs and develop strategies to meet these as part of the provision of a value-for-money service.
· Carry out regular service reviews with the Academy IT leads.
· Continually identify and discuss opportunities for the improvement of our Service Delivery and IT support activities

· Be a confident communicator at all levels, with excellent spoken and written communication skills.
· Be self-motivated, with a can-do attitude and a strong commitment to delivering results.
Can self-manage, organise, prioritise and work under pressure during troubleshooting and problem-solving.
· Demonstrate a track record of balancing priorities and working to strict timescales to deliver results on time and to a high quality in a fast-paced, constantly changing environment.
· Be flexible, adaptable, and capable of handling the various pressures and demands associated with this highly customer-focussed ICT support role.
· Have good knowledge of Microsoft products, including Office 365 and Office 2016, SharePoint and other desktop-related software products.
· Have excellent troubleshooting and resolution skills, backed by a clear, analytical approach to problem solving.
· Be able to react quickly and effectively to issues and opportunities.

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