IT Helpdesk Manager

As part of our continued expansion, Xerox IT Services requires an Service Desk Manager to join our client focus team based out of our Whitchurch Office in Bristol. The Service Desk Manager has responsibility for the End User Support IT service desk function for our clients including all engineer resource development, incident management, service requests and change requests & Capacity/Release management, Risk Management, Continual Service Improvement, ensuring these measures are followed by the team. The primary function of the role is to work alongside the Service Delivery Manager to manage the day to day running of the Service desk, in the office and in the field, ensuring customer requests are responded to in a polite and efficient manner and faults are resolved promptly or escalated as required. The Helpdesk Desk Manager will also need to perform in depth statistical analysis on engineer resource KPI's with the Service Delivery Manager and identify ticket trend analysis to proactively make major changes to reduce ticket volumes and improve efficiency of all IT Service Desk Functions. Working with their Service Delivery Manager to develop the team structure in line with Xerox and the customer's needs, recruiting, training, coaching and mentoring staff as required. The IT Helpdesk Desk Manager acts as a point of escalation for incidents and changes so must have a broad range of technical knowledge with regards to IT infrastructure. Establishing inter-departmental and customer communication channels for high priority incidents is a key part of the role. The role expects a proactive 'team player' mentality and professionalism at all times. The role will play a key part in ensuring that we anticipate issues before they arise and resolve issues where we are forced to be reactive. Main Duties:

• Team and process management for the 1st / 2nd 3rd line analysts.
• Be a point of technical and managerial escalation for issues.
• Create and develop existing KB articles to guide the team.
• General Responsibilities:
• As part of the dedicated client team for IT Services you will be expected to participate fully in:
• Actively chase suppliers or resolution groups for resolution to incidents or problems.
• Actively take end user calls during busy periods only to assist the team to meet response SLAs.
• Actively chase suppliers or resolver groups for resolution to incidents or problems.
• Act as a technical Quality Assurance gate for design and project operational onboarding.
• Proactively identify areas for improvement in conjunction with the Enterprise Service Delivery Manager.
• Develop operational run books and knowledge base information
• Proactively work with the client as a part of an extended technical team.
• Working with 3rd line 2nd line resources across ITEC to resolve or escalate problems.
• Act as an incident escalation point within in an ITIL Service Desk environment.
• Develop & document standards for automation, standardisation & optimisation in all service as part of best practice to optimise workflows and cost efficiency.
• Mentor team members on best practice.
• Develop and maintain run books. Ensure configuration documents are up to date.
• Ensure service processes for change, configuration and problem management are always adhered to.
• Raise Change Requests and attend Change Advisory Board where needed.
• Be professional and courteous to colleagues and the clients.
  
  A high level understanding of IT and networks.
• Knowledge of desktop, server and printer hardware and their components
• Knowledge of network devices and their roles
Proficient in the use and support of:
• Microsoft Office
• Microsoft Windows client
• Microsoft Windows Server
• Active Directory
• DNS, DHCP
• Microsoft Exchange
• Office 365
• Microsoft Azure
• Remote Desktop
• VMWare ESXi
• Server Clusters and SAN topology
• Email Relay and antispam
• SonicWALL routers
• HP, Dell Server, SAN and network hardware
• Nimble SANs
• Ability to plan, organize and adapt to changing job tasks within own role
• Open to respond to feedback and committed to self-development
• Team worker and 'can do' attitude
• Excellent customer facing, communication, interpersonal and presentation skills
• Strong analytical, logical and troubleshooting skills
• At least seven years' experience working in a customer facing IT support environment
• Full clean driving licence
  
  For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power today's workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients - no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.