Service Desk Manager – Jersey

Service Desk Manager – Jersey

Our client, an International Trust and Asset Management company located in Jersey, is currently recruiting for a Service Desk Manager to sit on the management team and lead a growing support team. The role will also be customer focused and have responsibility for providing high-quality user-support & service to their various overseas offices

Responsibilities of the role:
-Assist in the development of service levels for users in all business locations
-Responsible for identifying, designing & implementing processes & procedures to meet service levels and improve customer service
-Act as a single focal point for timely communication with the business on service downtime
-Responsible for management of personnel
-Establish and maintain relationships with key representatives within the business sectors
-Have ability to work in a hands-on capacity in order to liaise with customers to resolve problems reported to Service Desk exploiting remote control facilities where appropriate
-Overall responsibility for desktop procurement, software licensing and vendor management
-Manage the third party out of hours Service Desk relationship
-Works shifts over the period 08:00 until 18:00
-Flexibility working additional hours over weekends at short notice to meet business needs

Requirements of the role:
-Minimum of 3-4 years' experience managing a team supporting PC and laptop users and system administration within a Service Desk environment
-Experience planning and managing work assignments in order to develop potential in the team
-Exceptional communication, interpersonal and customer service skills
-Experienced in creating work processes
-Knowledge of Automated Call Distribution (preferably Cisco) and Call Tracking Systems (preferably Touchpaper / LANDesk)
-Knowledge of Citrix, Windows XP, Microsoft Exchange, SMS, AD
-Experience of supporting applications within a Microsoft environment.
-A good knowledge of hardware configuration, including PCs, printers and communications equipment
-Experience within a Financial Services environment would be advantageous

The Salary is negotiable depending on experience.

If interested, please outline why you feel your experience to date is a good match for this role.