Service Desk Manager

Hazlewoods is one of the largest independent accountancy firms in the South West with offices located across Cheltenham, Cardiff and Bristol.
Hazlewoods utilises its significant investment in IT to gain an advantage over its competitors and relies on the IT Team to provide a reliable service and strategy to support both its daily operations and longerterm business development plans.

The Service Desk is responsible for supporting all employees who may be working from our offices, their homes, or out on client sites. This role will be responsible for the smooth running of the Service Desk, ensuring issues are resolved in a timely manner and escalations are passed to the relevant team.

Whilst this is primarily a management role, we are ideally looking for someone who also has a strong technical background. The role requires travel between our offices, so a full driving licence is required.

The right person will:
 Lead the Service Desk team of up to five people.
 Be accountable for Service Management processes and build strong relationships with key members of the business.
 Own, maintain and develop the IT Service Management Tool - ISM
 Coordinate IT support incidents and requests, act on escalations from 1st line support and provide 2nd line technical support to users as required.
 Own 1st/2nd line support processes, e.g. starters, leavers and transfer requests.
 Support the asset management process, ensuring accurate records are kept and maintained.
 Track IT stock levels, forecasting for future requirements.
 Mentor and develop the team, including training, appraisals and regular 1-1’s.
 Work with the IT Director to develop a Service Management Strategy.
 Produce technical and procedural documentation.
 Continue to build and maintain a Service Desk knowledgebase, ensuring processes are followed and continuously improved.
 Ensure laptops and smartphones are built to company standards.
 Analyse incident trends and general feedback from the business to enhance processes and suggest potential improvements. Arrange new employee inductions.
 Organise shifts and regular/scheduled site support visits.
 Enhance the Change Management process across the department, measuring effectiveness.
 Create monthly Service Desk performance reports.
 

You will thrive in this role if you:
 Are a strong team player with a passion for customer service.
 Have excellent interpersonal skills and experience of working and communicating with people at all levels.
 Possess a calm disposition with the ability to handle high volumes of work in a fast-paced environment.
 Ideally have two or more years’ experience leading a support team.
 Have strong technical skills, with experience of Windows 10/11 (configuration and support) and Microsoft 365.
 Can write technical and procedural documentation.
 Have experience managing and developing an IT Service Management system.
 Have knowledge of the following (desirable):
 Microsoft Windows Server, Active Directory infrastructure, Microsoft Azure, Intune, Citrix Virtual Apps and Desktops, Ivanti products including Neurons and Automation Manager, networks, application deployment, project management and service transition principles.

If you are looking to join a prestigious and successful firm which provides first class training and really values its employees, then please click on Apply Now to send your CV and covering letter.