Service Desk Manager

We're on the lookout for a Service Desk Manager to join our Support Services team at CTI Digital. An opportunity has arisen to join our busy and energetic company as a Service Desk Manager. Based in Manchester, and from home, with some travel required, you will manage the Service Desk function and Support Service, and be the escalation point.The successful candidate should have a proven track record in delivering a digital support service for application and infrastructure systems, and either experience as a line manager or looking to move into a management role.Find out more about what it's like to work at CTI in our careers brochure.Managing the Service Desk function and staffUpholding ITIL Service process and proceduresService Management, including Service Reporting and ReviewsMaintaining key relationships with Enterprise ClientsPoint of escalationLiaising with 3rd party suppliersLine Management of the 1st line teamAnalytic reporting on the Service Desks KPI’sSupporting the support services director in co-ordinating any of the Out-of-Hours client support. Qualities and skills required Delivering application support in systems such as Drupal, Magento, Wordpress, Laravel or similar systems. Delivering infrastructure support for systems in AWS and Azure using Linux
Managing technical teams
Analytical and problem solving skills
Confident with good interpersonal skills
Articulate with good writing skills
Organised and methodical
Commercial & customer focus experience of SLA Management
Working in an ITIL environment
Working in an ISO 27001 and 9001 environment
Knowledge of PHP applications
Knowledge of eCommerce Systems
Knowledge of Jira & Confluence
Salary, benefits and working location
Salary bracket: £35,000 - £40,000 depending on experience
Benefits: 28 days holiday (in addition to bank holidays), life cover (2 x salary), training and development fund, bonus scheme, health cash plan, flexible working hours, flexible working location, company pension scheme (4% matched), cycle to work scheme, season ticket loan scheme and employee assistance programme.
Location: Split of working from home and working from the Manchester office.
Ready to apply? What we offer in return:
Beyond the opportunity to work with a diverse range of reputable clients, as well as the benefits of being welcomed into our friendly and energetic team, we offer a generous package of company perks. After all, a positive working environment is a productive one and we always aim to bring out your best.
Highly Competitive Salary: with opportunities for progression and performance-related bonuses.
Personal Development: we offer a host of possibilities for personal development, from in-house training workshops, to conference and training opportunities. Life Cover: all of our employees are covered by our Group life cover policy from day 1 (2 x salary). Generous Holiday Allowance: enjoy 28 days holiday and 8 Bank Holidays per year on top. You also have the option to exchange up to 4 of the UK bank holidays in order to celebrate alternative religious festivals.
Work From Home: choose where you work - our office is available for you to work from but if you're happier at home, that's fine too. Most of our team enjoy a blend of both.
Flexible Working Hours: we all work 7.5 hours per day, but team members can plan their schedule to suit them. Provided we can collaborate during the core office hours (10 am- 4.30 pm) then the rest is up to you.
Company-issued MacBook Pro
: every employee is issued with a Macbook Pro, to tailor to their needs and preferences. The aim is to give every team member the freedom to work where they choose: at their own two-screen workstation, at a standing desk or in a private pod.
The chance to socialise and unwind
: when you need to take a break, the office bar and games area is the CTI social hub.
And then… after successfully passing your probation at CTI, the benefits package gets a boost! Access to the company pension scheme, private healthcare, discounted rail commute and cycle to work programmes all ensure that you continue to be healthy and happy whilst working with us.
Some required fields are empty or incorrect
First Name
Surname
E-Mail
Confirm E-mail
Right to Work
Are you eligible to work in the UK?
CV
Click here (or drag and drop) to Upload a file doc, docx, txt, rtf, pdf, odt (Max: 2 MB)
Privacy Settings GENERAL PRIVACY POLICY FOR THE USERS OF CTI DigitalCollection and use of informationCTI Digitalcollects information and data that users choose to provide; CTI Digitalalso collects information related to access of users in order to identify, solve problems and improve offered services.The purpose of the collection and the use of information are those of the autonomous reporting by candidates towards clients and partners of CTI Digital, which are interested in searching and recruiting human resources, through the information of curricula vitae and profiles voluntarily entered by the candidates themselves.The information that users choose to insert on the Portal will be consulted, used and classified by other individuals/ organizations that can have access, as holders of rights guaranteed by the partnership or customer relationship with CTI Digital.CTI Digitalperforms all necessary operations to ensure that the information are placed in a safe and protected environment, trying to restrict access to the database and distributing rights to users with adequate methods, but can not guarantee that unauthorized individuals/ organizations will not have access through an irregular method.CTI Digital, moreover, can not control the ways in which the authorized users catalog and transfer the information downloaded from the database, therefore it is user's responsibility to ensure that sensitive information are not inserted in CTI DigitalPortal.Information provided by the Users are used by CTI Digitalto deliver offered products and services and to develop the Portal; some of our services may include the display of customized contents and advertising messages.CTI Digitalmay use the user's information to contact him/ her about Portal updates, to conduct surveys and for informative communications (with the possibility for the user to refuse the consent) and related to its services, including updates of the software used.Communication of collected informationCTI Digitalmay share information provided by users with third parties that support the delivery of its products and the performance of its services towards the users. These third parties may not use these information for purposes other than assistance and support in providing these products and services.The information gathered can be shared if this is required by law. The information gathered on our web sites are cataloged in whole or in part in Italy and are subject to Italian law.CTI Digitalmay disclose or transfer information if its business is sold or acquired.Management of his/ her own information by the userThe user can review, correct or delete its personal information at any time; to perform these operations, user can enter in his/ her private area, click on the Profile and/ or User Settings button and make all necessary changes.The above information about the users will be deleted, but logs and other user demographic and statistical information could be kept, maintaining an archived copy of these information anonymously.If the personal information of the users have been consulted by other individuals/ organizations before the revisions and deletions, CTI Digitalcan not perform the deletion of previous information on their systems.i.Other relevant information and insightsPlease consult the full version of the Privacy Statement and the Privacy Policy for more information. Our sites are not suitable for persons aged under 18 years old.ContactsFor any further information or details, clarifications and questions about our privacy policy, please contact us by writing an e-mail to or through the forms in the contact sections of our web site. It is also possible to write us at the following address: CTI Digital, , , - . I agree
I disagree
(Fields marked with * are required)
Warning Some required fields are empty or incorrect
#J-18808-Ljbffr