Assistant IT Service Desk Manager

We are currently looking for an Assistant IT Service Desk Manager to join our expanding and dedicated IT & Data department on a permanent contract. The successful candidate will possess innovative and dynamic leadership qualities with by a keen attention to detail, and be passionate about providing the best service and care. Working within our IT & Data department, you will play a vital role in providing technical support across the organisation to progress the Migrant Help Strategy of 2024-29 and thereafter. Due to our growth as an organisation and the decision made for IT & Data to take more responsibility for internal systems, multiple technical resources have been approved to help support our colleagues achieve successful outcomes for our clients. You will also work alongside our Project Management Office (PMO) to support the continual service improvement of our organisation through projects, change control and BAU support as directed by the IT Service Desk Manager. If you have demonstrable experience in overseeing the daily operations of the IT Service Desk and are looking an exciting role that is making a difference, we'd love to hear from you! As the Assistant IT Service Desk Manager your duties would include:

• Support the IT Service Desk Manager in overseeing the daily operations of the IT Service Desk, including workload planning, rota management and the coordination of urgent or complex support issues
• Produce and present regular reports on team performance and KPIs and support the IT Service Delivery manager in service review meetings with departments
• Manage IT MSP per for incident & request delivery as per set Service Level Agreements
• Identify opportunities for operational efficiency used by technology
• Provide initial estimates to projects for IT cost benefit analysis
• Track inventory (Assets) and status for hardware and software throughout the organisation
• Oversee the purchases of products, parts and services as necessary
• Research and stay up to date regarding new IT equipment and solutions
• Serve as the point of contact for all IT-related escalations for internally managed systems
• Ensure consistency by following the call handling procedure as setup by the IT Service Desk Manager
• Provide remote or on-site support to colleagues across multiple locations when necessary
• Be accountable for IT's involvement in the joiners, movers and leavers process ensuring all elements of the process are adhered to
• Escalate unresolved issues to senior IT staff or 3rd party support when necessary
• Document solutions for common problems and contribute to the IT knowledge base
• Assist in the rollout of new software and hardware, including system upgrades and patches when necessary
• Manage the development of the IT Support apprentice from start to finish
  
  Working knowledge of Windows 10, 11 and Server operating systems.
• Working knowledge of MDM across Android and IOS operating system.
• A solid understanding of Office 365 and common productivity tools.
• Outstanding troubleshooting and analytical skills.
• Clear and concise communication skills for interacting with colleagues and 3rd parties across varying levels of technical expertise., This post is subject to Enhanced Disclosure and Barring Service (DBS) check and or Counter Terrorism Check., Be able to provide a valid passport eg. 10 year full British passport, EU or non-EU Passport with indefinite leave to remain
• Be able to provide continuous UK address history for the previous 5 years
• Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment
  
  Migrant Help is a leading charity that has been established for over 60 years and delivers a range of support and advice services to migrants across the UK. Our vision is for a global society that protects vulnerable migrants, treats them with respect and enables them to reach their full potential.
We place a high value on employees in relation to the work that they do and the benefits the organisation offers, with an ethos of being a Great Place to Work.


• Flexibility and work life balance
• Enhanced family friendly provisions
• Additional holiday entitlements
• Perkbox benefits
• Non-contributory pension scheme.