Assistant IT Service Desk Manager

Job Description

Key Responsibilities

• Manage the day-to-day operations of the Service Desk analysts in Jersey, ensuring effective resource capacity is maintained and KPIs met
• Provide IT support via phone, email, and walk-ups in line with the agreed Service Level Agreements
• Serve as a secondary point of contact for major incidents, liaising with the European Service Desk Manager and Head of IT Service Delivery where necessary
• Maintain a close working relationship with IT SMEs to help move support tasks to the Service Desk for faster and more effective resolution
• Assist in communicating IT service outages and planned downtime to the business
• Provide support and set up for presentations, video conferencing and telephone conferencing both on and off site
• Alongside the European Service Desk Manager, help ensure adherence to the Asset Management process for Jersey IT assets, maintaining traceability through the asset lifecycle, managing stock levels, and liaising with IT Procurement team for any new or replacement assets
• Review Incidents and Service requests to ensure continual improvement, as well as identifying problem trends to highlight repeat issues and recommend preventative actions
• Assist the European Service Desk Manager in hosting daily huddles for Service Desk team to enhance collaboration, and alignment on priorities
• Conduct regular 1-2-1s with direct reports to monitor performance, track progress on objectives, and discuss successes and challenges
• Conduct end-of-year performance reviews, and providing guidance with individual development plans
• Support the team on customer-service skills and technical issues to ensure productivity and positive business perceptions
• Ensure that the European Service Desk Manager is notified of any on-going support issues, business escalations and training needs

Qualifications

• 2+ years of relevant experience in supervision and/or management of direct reports
• Knowledge of ITIL V3 or V4 service management, with proven experience in incident, problem, and change management processes
• Experience of Microsoft Office 365, Azure, InTune/Endpoint, PIM, Windows 11, Active Directory and iOS based operating system devices
• Ability to maintain a high standard of customer service within a Service Desk environment
• Ability to review various processes and procedures to keep them up to date at regular intervals
• Strong organisational skills with the ability to multi-task, manage time effectively, and handle tight deadlines
• Excellent collaboration, communication, and interpersonal skills, with experience engaging with the clients business users across various roles within the organisation
• Commitment to on-going professional study and examinations is essential to succeed in the role