Job Description
JOB DESCRIPTION: SERVICE DESK MANAGER
Due to continued growth & expansion Sentinel Data Solutions are looking to recruit a dynamic Service Desk Manager to work out of our offices in Ringwood, Hampshire.
About Sentinel
Sentinel is a fast-growing, innovative provider of managed IT services. Primarily working with SMEs across Southern England, Sentinel provides a range of solutions including hosted desktop, hosted email, IT support, connectivity and infrastructure and cyber security.
Required skills:
Reporting to the Operations Director the service desk manager is responsible for managing the daily operation of Sentinel’s support function, managing the service desk team, delivering exemplary customer service and helping to ensure that the service desk is constantly developing and improving. To meet these many demands, the ideal candidate must have:
- The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
- A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
- An ability to balance and plan the short-term priorities of the team.
- Knowledge and understanding of all relevant industry standards.
- Knowledge and understanding of best practices for service management.
- Strong communication skills, including the ability to be positive and articulate when dealing with customers and direct reports and be influential and persuasive with stakeholders.
- An ability to think critically about systems and to adjust consistently as needed.
- The ability to manage time effectively while setting the tone of the team through example-setting and leadership
- The experience and skills to effectively manage, develop and train the service desk team.
Roles and Responsibilities:
The Service Desk Manager will be responsible for:
- Meeting/ exceeding all contracted service level obligations and customer service expectations.
- Provide support to end users on a variety of technical platforms.
- Responding to and recording support calls.
- Personally resolving more complex Level 3 cases and/or escalating where appropriate.
- Monitoring the service desk call queues utilising the department's best practices and procedures for technical support.
- Effectively managing, developing, and training the service desk team.
- Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
- Conducting and sharing results from service and operation performance reviews.
- Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
- Managing the costs of running the service desks; including an understanding of what elements fall outside of contracted SLA’s and therefore need to re-charged to the customer.
- Conducting and sharing results from service and operation performance reviews.
- Communicating regularly and effectively with Sentinel senior management about issues relating to the Service Desk and offer, where appropriate, tangible, data-driven suggestions on how IT services can be developed and improved.
- Representing the Service Desk team with senior management team and contributing actively in cross-functional business improvement initiatives
- Developing tools to capture feedback about the effectiveness of communications between service desk staff and customers and to take remedial action where appropriate.
Required Knowledge and Experience
- Minimum 4 years' experience in a remote support function, supporting multiple clients across range of technologies and platforms.
- DrayTek (or similar) Unified Threat Management Systems and Firewalls. UniFi (or similar) Wireless access points.
- In depth understanding of network protocols, routing, and subnets. Remote support of Windows 2016, 2019 and 2022.
- Exchange 2010 and above
- Cloud based Telephony/ SIP Trunks configuration & support
- MS Office 365, SharePoint, Microsoft Teams, One Drive.
- Dropbox/ Google Drive
- Knowledge of Wireless PTP link connections
- Scripting/ PowerShell, CMD
- Google Sheets Scripting preferred
- Excellent knowledge and support of Apple operating systems on both IOS and MACOS
- Experience using remote access software such as Logmein/ Any Desk
- In depth knowledge of RMM software
- Excellent interpersonal and communication skills
- Highly customer focused
Salary: £35- £40k per annum (depending on experience)
Location: Office based – Ringwood Hants
Core hours: Monday to Friday
Holiday : 20 Days + Bank Holiday (increases with longevity of service)
Other: Company mobile phone, or contribution
Use of company vehicle
Team Chill out room
Job Types: Full-time, Permanent
Salary: £35,000.00-£40,000.00 per year
Benefits:
- Casual dress
- Company events
- On-site parking
Schedule:
Ability to commute/relocate:
- Ringwood, BH24 3NX: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)