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Job title: IT Service Desk Manager
Department: IT
Location: Halifax
Hours: 37.5 hours per week
Salary: £45,000 - £50,000, plus bonus eligibility
We're looking for a IT Service Desk Manager to be part of our success story.
**Listed in the 2022 Sunday Times 100: Britain's fastest-growing private companies.
**Great career development opportunities – grow with us.
About the role
To support and guide a team of multi-site IT support specialists to ensure that we provide all our team members with first-class support whilst ensuring delivery of key SLA's and KPI targets.
Key responsibilities
Managing a team of 1st & 2nd line IT technicians
Continual service improvement ensuring that repeat offending tickets are fully resolved and documentation/self-help is in place where possible.
Act as the initial point of contact when IT support escalations arise.
Ownership of the IT asset management systems/registers
IT Problem/Crisis management
Reporting on service desk performance to senior leadership
Technical understanding of common IT issues and acting escalation point for the technicians
Providing excellent customer service to our internal teams and any external stakeholders
Ensure that all SLAs associated with the Service Desk are always achieved and develop customer service and the customer experience within the team
Contributing, from a support standpoint to the upkeep of our ISO 27001 certification
Working knowledge of disaster recovery planning, cloud services management (Azure) and Database Administration (SQL Server, MySQL)
Support the out of hours service as and when necessary
Be an advocate for our Group purpose and values
Skills and experience
Service Desk Management experience
Understanding of working with and reporting on KPI targets
Hardworking and can-do attitude
Excellent verbal and written communication skills
Solution-orientated
Advanced Troubleshooting: Diagnosing and resolving complex IT issues across various systems and applications, including but not limited to operating systems, software applications, and network configurations.
Server and Network Administration: Manage and maintain server infrastructure, including virtualization platforms (e.g., VMware, Hyper-V), Active Directory, DNS, DHCP, and group policies. Administer network devices such as routers, switches, and firewalls, ensuring optimal performance and security.
Security Operations: Implement and monitor security measures, including antivirus software, intrusion detection systems, and security policies.
IT Automation: Develop and implement automation solutions using scripting languages (e.g., PowerShell, Python).
Benefits
33 days holiday (including bank holidays)
Personal health cash plan – claim back the cost of things like dentist and optical check ups
Enhanced maternity / paternity / adoption / shared parental pay
Life assurance: three times basic salary
Free breakfasts and fruit
Birthday surprise for everybody!
What you can expect from us
At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices or working from home, we'll make sure you have all the support you need to succeed.
From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we'll go out of our way to show how much we appreciate you.
A bit about us
Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ more than 700 team members nationwide.
We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.
We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.
Want to know what it's like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:
Purpose: Make someone's bad day better
Values:
Make it happen – Be accountable. Take the initiative, work fast, and do a great job.
Strive for better – Be bold. Challenge the norm – make small improvements often.
Win together – Be a team-player. Win together, learn together, respect each other.