Remote IT Service Desk Manager

3 weeks 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.
**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.
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
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.
~ 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
~ 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.
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.

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