Service Desk Manager
il y a 21 jours
Barnsley
We are looking for a Service Desk Manager, reporting into the Head of IT Support. This will be a hands-on role, not just focused on supervising tasks. The estimated workload will be around 35% team leadership, with the remaining time spent providing technical support, handling escalations, and assisting with more complex tickets. Experience Minimum 1 years’ experience in a team lead, supervisory role, with direct responsibility for supporting, mentoring, and managing IT support staff Proven background in IT support / service desk environments, supporting end users in a business setting Experience acting as an escalation point for complex technical or operational issues Technical Skills Strong day-to-day administration of Microsoft 365, including: User management Licensing Mailboxes and shared mailboxes • Windows Server, • Print Server, • Home working Support, • General Networking skills, • Active Directory, • Group Policy, • VPN, • WiFi Exchange Online: • Daily operational administration (not infrastructure setup or migration), • Permissions, and common user issues Microsoft Intune (desirable): • Day-to-day use and device management, • Policy application and troubleshooting (configuration knowledge beneficial but not essential) Microsoft Entra ID (Azure AD): • User and group management, • Role assignments, • Authentication and access troubleshooting Leadership & Management Skills • Ability to coach, motivate, and develop support analysts, • Experience managing workloads, priorities, and ticket queues, • Performance reviews, and informal feedback, • Comfortable setting expectations Operational & Process Skills • Experience improving support processes, documentation, and knowledge bases, • Strong understanding of SLA-driven environments Communication & Personal Skills • Excellent communication skills, both technical and non-technical, • Ability to engage confidently with users, management, • Calm, professional approach under pressure, • Strong organisational and time-management skills Desirable (Nice to Have) Experience with ticketing system, Halo Familiarity with ITIL principles or structured IT service management (incident, problem, change) Veeam Backup Mimecast Remuneration £45,000- £48,000 salary Company bonus Company pension