IT Service Desk Manager IT Helpdesk

My Public Sector / Government related Client is urgently recruiting for a highly skilled and experienced IT Service Desk Manager to lead their IT Helpdesk team. The ideal candidate will have a strong background in endpoint and applications support, with expertise in Windows, MacOS, iOS, Android, and virtual desktop infrastructure. The IT Service Desk Manager will be responsible for managing end-user computing management platforms and ensuring the effective delivery of IT support services.

Responsibilities:

Manage and oversee the daily operations of the IT Helpdesk, ensuring high-quality support for endpoint devices and applications.

Provide leadership and guidance to the IT Helpdesk team, fostering a culture of excellence and continuous improvement.

Ensure timely and effective resolution of support requests for Windows, MacOS, iOS, Android, and virtual desktop infrastructure.

Oversee the management of end-user computing platforms and Microsoft Office 365.

Implement and maintain ITIL V3 foundation best practices for incident, problem, and change management.

Develop and monitor key performance indicators (KPIs) to ensure optimal service delivery and customer satisfaction.

Handle major incident and problem management, coordinating with relevant stakeholders to resolve issues promptly.

Collaborate with other IT teams and departments to ensure seamless support and integration of IT services.

Stay current with emerging technologies and industry trends to enhance support services and recommend improvements.

Prepare and maintain documentation, including support procedures, knowledge base articles, and reports.

Requirements:

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

Proven experience in managing an IT Helpdesk or Service Desk team.

Strong technical expertise in endpoint and applications support for Windows, MacOS, iOS, and Android.

Experience with virtual desktop infrastructure support and end-user computing management platforms.

Proficiency in Microsoft Office 365 administration.

Excellent leadership, communication, and interpersonal skills.

Strong problem-solving abilities and a customer-focused attitude.

Ability to manage multiple tasks and priorities in a fast-paced environment.

ITIL V3 foundation certification and experience in major incident and problem management are desirable.

Please send an up to date CV for an immediate response and more information on a fantastic opportunity with a great Client.