Job Description:

My client are a globally renowned Microsoft Business Solutions Consultancy based in Guildford and are currently seeking to boost their team with the addition of a Service Desk Manager. They offer the opportunity to cross train and gain exposure to the latest Microsoft and Open Source technologies.

My client offer a relaxed yet professional environment full of dynamic, smart and forward thinking professionals who share a common passion for technology. They work hard and play hard and are natural innovators with a passion for first class delivery and customer service.
If you are looking to work for a dynamic, interesting and genuinely fun company that rewards hard work and pushes for excellence then get in touch!

Knowledge of SharePoint Online/Office 365/Azure/CMS is very advantageous.

• Responsible to the for the day to day operation of the support desk team comprising of tier 1 and 2 support engineers
• Following and endorsing company policies and procedures
• Manage the Service Desk Team from a HR and performance management perspective including; Performance review, sickness, absence and disciplinary.
• Resource management – Ensuring availability of team members in order for your team to carry out their functional requirements
• Setting an example by aiming to be extemporary in their approach to:
• Specific tasks
• Team performance
• Time keeping
• Customer service
• Team work
• Team objective setting and reporting on progress
•Management of ServiceNow platform

Day to day, the role will include:

•Global process owner and enforcer of Incident, Problem and Change best practice
•Incident Management
•Manage the response, resolution and post incident analysis of major incidents to ensure deficiencies are identified, documented and implemented to limit future instances.
•Ensure response time SLA's are met
•Manage escalations
•Manage Client expectations, inclusive of conducting quarterly service reviews with external clients
•Problem Management
•Report on trends and anomalies of incidents
•Ensure appropriate action is taken to anticipate, investigate and resolve problems.
•Ensure problems are fully documented within the known error database
•Co-ordinates the implementation of root cause fixes
•Change Management
•Work closely with the head of Development to ensure that bugs and releases are managed in the Service Management tool.
•Maintain a forward schedule of change to minimize risk to clients for deployment schedules.
•Develop, maintain and automate weekly and monthly service reporting packs

We deal with both Microsoft Partners & End Users throughout Ireland, the UK and Europe and we have never had more live requirements & jobs for Microsoft Dynamics and SharePoint professionals. By specialising solely in placing candidates in the Microsoft Dynamics and SharePoint market I have built relationships with most of the key employers in the UK and Ireland and have an unrivalled understanding of where the best opportunities and jobs are.
Nigel Frank International is acting as an employment agency in relation to this vacancy.

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