IO Associates are helping recruit an IT Service Manager (End User) for a fantastic organisation in their Manchester office. You will be responsible for the end-to-end delivery of End User Services which will include Desktop Services, Printing and Telephony.
Role: IT Service Manager (End User)
Salary: £55,000 - £60,000 + Pension, Bonus, Holiday etc
·Manage on-site support to end users and VIPs, and support the resolution of these issues by 3rd party outsource providers where applicable
·Ensure the correct functioning of those systems which are not outsourced.
·Develop the on-site desktop teams to run efficient services and automate time consuming manual tasks.
·Manage the team to own problems through to their effective and timely resolution whilst mitigating impact to the end-user.
·Manage end-user devices and have the team manage various planned activities as required, e.g. desk moves, new users, etc., in conjunction with 3rd party outsource providers as required.
·Provide input into projects acting as the key stakeholder for Desktop, Print and Telephony services
·Development and maintenance of operational policies, standards, procedures and guidelines for an IT Service team.
·Assist with the development of long term strategic roadmaps as company prepares for adoption of cloud-based services
·Contribute to asset management audits and review and action audit reports
·Responsible for Service Reporting across ITIL processes as directed by the process owner.
·Maintain adequate levels of documentation across all ITIL processes in use, within IT Service and assist with company's desire for ISO27001 compliance.
·ITIL Foundation as a minimum
·At least 5 years' experience managing geographically dispersed teams and owning either telephony or desktop estates
·Customer focused. Able to adapt style to suit a situation and deal with demanding situations with a degree of patience.
Working knowledge of:
·Peripheral and asset management experience for multi-functional devices, laptops and mobile user devices
·The appropriate management of audio visual equipment such as video conferencing, projectors, smartboards, flat-screen TVs
·The management, commissioning and support of end-user devices such as PCs, Wyse thin-client devices, laptops, mobile phones, smart phones and telephone handsets.
·Management of a contact centre telephony environment preferably with Avaya/Verint technology experience
·Experience managing distributed IT infrastructure in a high pressure environment.
·Patching network and telephone cables within computer room patch frames and at the end/desk connection point
·Management of Windows 2012 Server (or later) housekeeping activities such as backups, user administration, allocation of permissions
·The provision of support with business continuity activities
·XenApp, XenDesktop, Desktop/Laptop Client, software delivery and software packaging environments
If interested please get in touch for a discrete conversation!