As a fast growing DataCentre with global reach and customer base, we are seeking to expand our team with a Service Desk Manager to take the lead with our 24/7 Operations Centre. If you are a motivated, methodical and driven individual looking for your next challenge, then read on!

Main roles and responsibilities are:

Service desk activities:
• Manage a 24/7 NOC team of engineers.
• Analyse and manage problems relating to the incidents received.
• Monitor incidents and/or SLA breaches.
• Report to the Directors.

Operations:
• Acting as a key point of contact for all IT and technical queries.
• Develop relationships with customers and manage new setups.
• Install and maintain IT equipment and software for internal use.
• Diagnose and resolve hardware and software issues of our own infrastructure.
• Provide local support for non-NOC staff.

Incident Management:
• Manage workflow of NOC team.
• Receive customer contacts and resolve incidents or provide information in a professional manner.
• Create, edit, assign and close tickets.

Change Management and process:
• Provide input to the Change Management process when appropriate based on actions dictated by the resolution of a customer contact.
• Review, manage and adapt the workflow of the NOC team to develop better processes.

Knowledge Management:
• Document common solutions to common problems on our internal Wiki.
• Maintain reference material and documentation for company operations.
• Provide and arrange training for the NOC team.

Software Support and Development:
• Developing your own applications when needs arise, working alongside our development team.
• Maintaining and expanding a number of in-house systems and databases.

Project Management:
• Manage projects on technical topics mainly around Custodian’s own infrastructure and new technologies.

The Successful Applicant Will:
• Have solid experience of providing hands on service desk management and running ticketing systems.
• Have strong project management experience.
• Be Windows Server competent (2012/2016)
• Be Linux Server competent (Ubuntu preferred)
• Have already been providing SLA management, Vendor management and stakeholder reporting.
• Have some Cloud solutions experience
• Understand DataCentre operations (infrastructure and core business elements)
• Have used various monitoring tools (Cacti/Nagios/Observium or similar)
• Good understanding of ISO27001, ITIL and GDPR.

What's on Offer: IT Service Desk Manager
• A Challenging and constantly involving environment
• Flexible hours
• £35,000 - £55,000
• Plus benefits
• On-call bonuses