Service Desk Manager

Overview

This role suits 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 a pool of 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 customise the processes, reporting and dashboards.

Key Areas of Responsibility

• Automation: our client prides themselves on exceptional levels of networks and deployments free of error and the need for break-fix. You will be a master in scripting and have the creative mind to help establish ground-breaking service techniques.


• Research and Development: As the MSP -level partners with each of the technology partners, you will research and test new systems and technologies in-house, and with-in client networks when required. As partners with many technology leaders, our client must maintain a high level of insight on their roadmaps. Present research on occasion at the clients or team forums.


• Systems Design: Define and engineer new solutions for client and internal operations. Use technical diagrams to collaborate internally or with partners to present ideas before client approval.


• Case Management: With your appointed Team Leader, you will monitor helpdesk requests from clients and assign to your team members based upon SLAs, skills and capacity.


• Knowledge: Ensuring KBs are captured where required, escalations are efficient, and good timesheets and resolutions are communicated back to the end-users by your team in a timely basis.


• Fee Earning: Where cases are out-of-scope, ensure your team records time for onward billing.


• QA: With your Team Leader, ensure tasks assigned to your team from case templates are completed to the appropriate quality levels for standardised builds of PCs, mobile devices, users, telephone extensions, servers, APs, routers, etc.


• Process Management: With the Operations and Sprint Manager, improve the processes in place that maintain deployment records and techniques within case templates, Meraki MDM and third-party systems.


• Reporting: Work with the Managing Director to develop KPIs for performance reporting and then with the Sprint Manager for ongoing developments of dashboards, audits, and integrations with third-party integrations.


• Client Onboarding: Working with the Managing Director and new business team, you will lead client onboarding from a technical perspective - running audits, assessing and managing required change.


• Onsite Support: Provide clients onsite support, liaising with other team members and adhering to client SLAs and any technical documentation that requires sign-off. Ensure all site visits by team members are signed-off or correctly escalated, and then stored, monitored and resolved correctly.


• Technical Lead: Define installation tasks for your engineering team and communicate any requirements for the client, logistics or provisioning to the Operations Manager. Liaise with the client technical team or in-house Solution Architects. Ensure all site visits by team members are signed-off or correctly escalated, and then stored, monitored and resolved correctly.


• Training: Expect 3 hours per week to be dedicated to learning. All costs of exams undertaken to support the role will be paid as part of your expense account.

Required Skills

• Microsoft Server


• AWS


• Axure


• ESET


• GPO Management


• VISIO


• PowerShell


• Server


• Dynamics


• Office 365


• SharePoint


• Cisco Meraki


• AutoCAD


• Veeam


• 4G/5G Routing


• Dell Centrex


• Mimecast

Based in the vibrant Shoreditch area of London, you will enjoy working in an amazing venue which enables you to learn and grow, vastly improving your technical skill sets and knowledge base.

The company offers social engagements such as paintballing, wakeboarding, snowboarding, climbing, theatre, and meals out, all paid for by the company.

Please contact Darren at Armstrong Knight Technical for further details of this role.