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IT Service Desk Manager

4 months ago

Halifax NS, Canada ACTIVATE GROUP LIMITED Full time

We’re looking for a IT Service Desk Manager to be part of our success story.

**Listed in the 2022 Sunday Times 100: Britain’s fastest-growing private companies.
**Great career development opportunities – grow with us.

About the role

To support and guide a team of multi-site IT support specialists to ensure that we provide all our team members with first-class support whilst ensuring delivery of key SLA’s and KPI targets.

Key responsibilities

  • Managing a team of 1 st & 2 nd line IT technicians
  • Continual service improvement ensuring that repeat offending tickets are fully resolved and documentation/self-help is in place where possible.
  • Act as the initial point of contact when IT support escalations arise.
  • Ownership of the IT asset management systems/registers
  • IT Problem/Crisis management
  • Reporting on service desk performance to senior leadership
  • Technical understanding of common IT issues and acting escalation point for the technicians
  • Providing excellent customer service to our internal teams and any external stakeholders
  • Ensure that all SLAs associated with the Service Desk are always achieved and develop customer service and the customer experience within the team
  • Contributing, from a support standpoint to the upkeep of our ISO 27001 certification
  • Working knowledge of disaster recovery planning, cloud services management (Azure) and Database Administration (SQL Server, MySQL)
  • Support the out of hours service as and when necessary
  • Be an advocate for our Group purpose and values

Skills and experience

  • Understanding of working with and reporting on KPI targets
  • Hardworking and can-do attitude
  • Excellent verbal and written communication skills
  • Solution-orientated
  • Advanced Troubleshooting: Diagnosing and resolving complex IT issues across various systems and applications, including but not limited to operating systems, software applications, and network configurations.
  • Server and Network Administration: Manage and maintain server infrastructure, including virtualization platforms (e.g., VMware, Hyper-V), Active Directory, DNS, DHCP, and group policies. Administer network devices such as routers, switches, and firewalls, ensuring optimal performance and security.
  • Security Operations: Implement and monitor security measures, including antivirus software, intrusion detection systems, and security policies.
  • IT Automation: Develop and implement automation solutions using scripting languages (e.g., PowerShell, Python).
  • 33 days holiday (including bank holidays)
  • Personal health cash plan – claim back the cost of things like dentist and optical check ups
  • Enhanced maternity / paternity / adoption / shared parental pay
  • Life assurance: three times basic salary
  • Free breakfasts and fruit
  • Birthday surprise for everybody

What you can expect from us

At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices or working from home, we'll make sure you have all the support you need to succeed.

From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we’ll go out of our way to show how much we appreciate you.

A bit about us

Named by the Sunday Times as one of the UK’s 100 fastest-growing private companies, we employ more than 700 team members nationwide.

We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough.

We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners.

Want to know what it’s like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers:

Purpose: Make someone's bad day better

Values:

  • Make it happen – Be accountable. Take the initiative, work fast, and do a great job.
  • Strive for better – Be bold. Challenge the norm – make small improvements often.
  • Win together – Be a team-player. Win together, learn together, respect each other.
What we're all about

Nobody wants or expects to be in a road incident, and we know how upsetting and stressful it can be. This is why our purpose is to make someone's bad day better .

We achieve this through our values make it happen, win together, and strive for better.

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