Your new role

• Manage and Supervise IT Service Desk team to perform day to day end-user support and desktop administration.
• Manage MS O365, Teams, SharePoint, Azure AD and Windows AD
• Collaborate with other team members in the IT team to support corporate ad-hoc projects.
• To assess, recommend and implement new technologies, tools, processes and procedures to enhance overall effectiveness and reliability.

• Supervise and lead a team of service desk analysts, providing guidance, coaching, and support
• Assign tasks and responsibilities to team members, ensuring workload distribution is balanced
• Monitor and maintain IT systems to ensure high availability and performance, proactively identifying and resolving any issues or bottlenecks.
• Collaborate with other departments to understand their technology needs and provide effective IT solutions.
• Manage and provide leadership to the IT Service Desk team, ensuring the delivery of high-quality technical support and customer service.
• Develop and enforce service level agreements (SLAs) for incident response, problem resolution, and request fulfilment.
• Lead IT projects, from planning to implementation, ensuring successful delivery within defined timelines and budgets.
• Collaborate with stakeholders to prioritise IT projects and allocate resources effectively.
  

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven 8 to 10 years experience in managing IT operations and leading a service desk team.
• Strong technical knowledge and hands-on experience with IT infrastructure, networks, systems, and security.
• Familiarity with IT service management (ITSM) frameworks, such as ITIL, and experience in implementing IT service desk best practices.
• Excellent leadership and team management skills, with the ability to inspire and motivate a diverse team.
• Strong problem-solving and decision-making abilities, with a proactive and results-oriented mindset.
• Industry certifications (e.g., ITIL, PMP, CISSP) are a plus.
  

What you need to do now