My client is currently looking for an IT Service Delivery Manager to work onsite in Northwood. Your role would be to manage a team of 5 Technical Support Engineers and oversee the operations of the IT Service Desk. You will need to be a hands-on people manager with solid Windows Desktop and Office 365 skills. In addition to this, you will coordinate the troubleshooting of issues, ensure escalation is prompt as applicable, and manage the IT/AV support and service provision for all school staff and students on a day to day.
You will also take ownership of problems, resolving them efficiently, and working closely with other technology partners and team members to help resolve more complex issues. Act as a point of escalation and be willing to be directly involved in resolving IT issues when they arise with all colleagues across the business.
Core Responsibilities:
- Oversee the operations of the Service Desk for the whole IT Team, ensuring incidents and service requests receive an efficient and effective "first response", "follow-up responses" and "resolution".
- Monitor service desk metrics and address any deviation from the SLAs and quality standards.
- Acts as an overflow IT/AV Technician as required (e.g. cover) and as an escalation point for 2nd and 3rd line when required.
- Work within the Information Technology Infrastructure Library (ITIL) framework to deliver operational services.
- Acts as a point of contact for key delivery of IT Services.
- Oversee the installation, maintenance, and upgrade of computer hardware and software systems according to the defined standards such as Autopilot, Intune, and ensure documented steps are followed.
- Manage or assist with IT projects, such as roll-outs, installations, and migrations
- Manages all Asset Lists, stocks of equipment, software licenses and the Loan Device Management System. Ensures all records are up to date and they accurately always reflect the real picture.
- Ensures continuous contributions to the IT knowledgebase are made and IT documentation is always up to date with all relevant processes, that the IT Team can follow and act on seamlessly.
Interviews are happening now, apply today to be considered!
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