IT Service Desk Manager

Job information IT Service Desk Manager from the Company DERTOUR UK, this latest IT Service Desk Manager job vacancy is located in the city Dorking. This latest job opening is open to job seekers who have the latest education / graduate . Job Vacancies in this Engineering field have been opened and published up to the specified time.

Its not just our holidays that are award-winning. Our workplaces are, too!

Our parent company, DERTOUR UK are looking for a confident Service Desk Manager to join and lead the service desk team.

DERTOUR UK includes the much-celebrated travel brands Kuoni, Carrier, CV Villas, Kirker, Jules Verne, Journeys Latin America and Solmar.

The role is to supervise and prioritise the DERTOUR UK Service Desk workload as well as being responsible for shift/resource planning, goal-setting and other administrative activities for UK Service Desk team members. You will:

• Manage the Service Desk Team
• Take ownership of incidents and escalations
• Ensure a high level of excellent customer service is delivered throughout the team

Due to the nature of the role, aside from the technical skills, the individual will also require leadership skills, excellent service skills, phone etiquette, a positive approach to work and a desire to expand their technical knowledge and make improvements across the team.

This role is primarily based at our Dorking Head Office, although occasional visits to our country-wide retail stores and specialists will be required. This role will involve shifts throughout the week and over the weekend. Call lines will be open from Monday to Friday 8am - 8pm, Saturday 9am - 5pm and Sundays 10am - 4pm.

To apply, please provide your CV and covering letter. We aim to respond within 7 days.

If you need extra support with your application, simply let us know. We value diversity, equity & inclusion. If you do require any additional support, please contact , and a member of our team will be in touch to discuss how we can support you and any reasonable adjustments we can make.

What youll be doing

• Day to day supervision & leadership of the team (6 direct reports)
• Monitoring of holiday leave, sickness, lateness across the team to ensure the appropriate level of cover is maintained
• Ensure that the team are appropriately trained and made aware of new solutions prior to implementation
• Development of direct reports, providing training, mentoring, coaching and regular performance reviews
• Full people management responsibility for a number of staff, to include development and succession planning as required
• Monitor, identify and organise tickets according to priority
• Ensure tickets are updated by the service desk engineers in a timely manner
• Monitor and review the service desk work levels, looking for ageing cases, quality and activity levels, flagging appropriately when there is risk to service levels
• To handle customer escalations though to resolution or further escalation to management
• Support service desk engineers with daily activities and advise on best practice and further actions to take on tickets when required
• Ensure all current processes and procedures are followed within the service desk team
• Incident analysis to help identify potential trending Problems
• Support management of any P1 incidents and outages
• Ensure all escalations are handled quickly and effectively, managing customer expectations as required
• Is positive in undertaking any reasonable duties relevant to the position to ensure the success of the department
• To be involved in project management of new business applications/systems, store related projects, ensuring appropriate support frameworks are in place before Go Live
• To continually improve the perception of IT as a facilitator of continued process and service improvement
• Participate in and, at times, lead the Change Management process for service desk in the weekly CAB. You will ensure smooth and efficient running of all requests for change that are raised, authorised, actioned and closed in accordance with existing policies

You will have

Essential

• Minimum of 3-year experience in a previous IT Service Desk role and experience of team leadership
• Excellent understanding of Service Management and ITIL
• Excellent troubleshooting skills in the areas of client infrastructure and application support
• Relevant IT Service Desk experience or IT Desktop Support Experience
• Sound knowledge of User & Security Groups and Active Directory Administration
• Proven ability supporting customers across a broad technical environment covering hardware, and software primarily associated with end user computing
• An overall basic understanding of the following technologies
  • Microsoft Windows 10/11
  • Microsoft Exchange
  • Microsoft Office
  • Active Directory Administration
  • RDS environments
  • Image Deployment (SCCM)
• Excellent verbal and written communication skills, driving local end-user communication
• Excellent Customer Service Skills

Desirable

• ITIL Foundation v3 or ITIL Intermediate Certifications
• Power Automate experience
• Delivering training to people within a technical environment
• Experience in resolving complex issues
• Highly organized
• Ability to multi-tasking
• Assertive, confident, positive and professional manner
• Ability to deal with potentially stressful situations
• Excellent problem solving and troubleshooting skills

Personal qualities

• A self-motivated achiever who gains satisfaction from providing excellent customer service
• Strong Customer focus and Can Do attitude
• Excellent verbal and written communication skills
• Excellent people management skills
• A proactive & positive work approach
• Ability to work under pressure, take ownership of issues, multitask and prioritise

In return youll the receive the following:

• Opportunity to work for the Best Place to work in Travel, with like-minded colleagues
• Competitive salary
• Perkbox - discounts and rewards programme
• Company matched pension scheme - up to 5% (for this level)
• 25 days holiday, plus bank holidays (increases with length of service)
• Enjoy your birthday off
• Free annual travel insurance, which includes your family and / or partner
• Long service bonuses
• Free eye tests
• Flexible hybrid working trial
• Cycle to work scheme
• Discounted Holidays and prize draws