IT Service Desk Manager

We are seeking a highly skilled Service Desk Manager who will take responsibility for ensuring that procedures are updated and communicated in a timely manner to team members. They will also ensure that the planning of resources are maintained, time sensitive issues are prioritised and support queries are processed in a first in, first out manner and in accordance with our SLA's, they will also be in charge of managing, leading and inspiring the internal IT BAU Team. Service Delivery:

• Oversee service desk support, incident management, problem resolution, and service level management to meet agreed-upon service levels and KPIs.
• Carry out change management processes to the required standards.
• Provide technical support within a skilled helpdesk function.
• Review operational processes and update information as required.
• Support internal users effectively.
• Maintain system performance across the business.
• Ensure high standards are met and excellent customer service is delivered, working towards meeting the firm's SLAs.
Team Leadership:
• Build a strong knowledge base and share this knowledge with colleagues where applicable.
• Participate in meetings to provide guidance and oversight on the team's weekly progress.
• Manage team tasks, including rotas, assigning resources, and arranging projects.
• Assist in the development of employees through various training and development programmes.
• Offer guidance, solutions, and share knowledge with colleagues.
Point of escalation:
• Act as an escalation point between all service desks.
• Effectively and tactfully handle urgent/sensitive tickets, typically from HR.
• Assist with certain tickets that require specific permissions, such as Azure, AWS and Proofpoint
• Analyse and resolve IT incidents that vary in complexity.
• Analyse statistics and documentation to produce reports accordingly.
Support and Coordination:
• Assist with other technical tasks as required by the Head of Support.
• Directly support and assist the Head of Support and act as a delegate for tasks in their absence.
• Provide timely and appropriate updates to the Head of Support.
• Work closely with department team leads and the Head of Support.
• Update the firm's documentation and IT Playbook.
  
  Strong understanding of IT service management and best practices
• Demonstrated experience in managing internal staff
• Strong problem-solving abilities, with a focus on driving continuous improvement and delivering measurable results.
• Excellent communication, negotiation, and stakeholder management skills, with the ability to interact effectively with internal staff.
• Take full ownership of issues
• The ability to multitask issues and prioritise
• The desire to learn and develop new skills
• An exceptional time manager. The ability to prioritise and manage your time tightly is essential to success in this role.
• A good knowledge of Microsoft Windows Server 2012 and above
• A good understanding of networking protocols, specifically TCP/IP, DNS, DHCP
• A thorough knowledge Microsoft Exchange and Microsoft 365
• A thorough knowledge of Active Directory
• A thorough knowledge of file system permissions and hierarchies
• A thorough of troubleshooting Microsoft Windows operating systems
• Understanding of Microsoft Endpoint Manager, Windows Defender, Microsoft Intune
• Experience with PowerShell
• Experience with Citrix
• Experience with Palo Alto firewalls
  
  Blick Rothenberg are a leading tax, accountancy and business advisory firm founded on personal integrity and technical expertise. Our teams work seamlessly to provide advice throughout the life cycle of our clients. Our partner-led approach ensures that our clients receive an excellent service from a team of high-quality people who combine technical expertise with personal integrity. Our ethos is reflected in the way that we work with our clients, taking the time to understand their business and invest in the relationship to ensure that we can provide the best advice possible. We want success for our people, our clients and for our business.
In order to help preserve this winning formula, to bring it to life with our new joiners and to explain it to our clients, we have articulated our approach through the values of Collaboration, Authenticity Respect and being Dynamic. You can read more about our values here. Blick Rothenberg is committed to improving the diversity of its workforce across all levels by building a culture that's genuinely inclusive, a culture where everyone can fulfil their potential and can be themselves. We seek to attract smart talented people from the widest talent pool as well as those that reflect the diversity of the communities we live and work in. BR supports flexible working (BRighter working) which aims to allow you to balance your life with the needs of colleagues and the high expectations of our clients. What we offer, Blick Rothenberg are a part of Azets, an award-winning firm of Accountants and Business Advisors operating across the UK, Nordics and the USA. Azets are a family of over 6,500 employees and have seen dramatic growth in recent years which has made us the 9th largest accountancy firm in the UK. This allows Blick Rothenberg to continue to deliver the high quality, partner-led service, but with greater resource that being part of a larger business provides. What's in it for you? Coming up with a strict set of rules that work for every team and individual in a business as diverse as ours isn't possible. Instead, we have BRighter Working, a framework to find ways of working that give us individually and collectively a great experience, while continuing to provide the highest quality service to our clients when and where they need us. This is inclusive of:
• Hybrid working- where teams are working together in multiple locations i.e. a BR office, a client site, their home or somewhere else
• Synchronous/Asynchronous working- using the office or technology to work together at the same time / using technology and different ways of working to work at different times to colleagues.
• Smarter working- finding simpler, more efficient ways of delivering services to clients and working together as a BR team. These can be tech-enabled but may also be simple changes to our processes
• Flexible working- a temporary or permanent change to someone's terms and conditions which fixes a working pattern different to the standard contract
Pension - Looking after your future self when it's time to step back and relax. 25 days annual leave + bank holidays - Time to focus on what's important to you. Private Medical Insurance - Taking care of your health. One less thing to worry about. Permanent Health Insurance - Financial protection in the event of illness or injury. Life Assurance - 4 x times salary, our family is important to us, and so is yours. Employee Referral Bonus - We're always looking for talented individuals to join our family. Employee Benefits Portal - Cashback and vouchers on everyday purchases. Extensive Learning & Development Opportunities - Continuous development and support not only for your professional qualifications but also for your personal goals and aspirations, so we can grow together. Opportunity to attend social events - Time to stop, pause and have fun.

Competitive Salary + Benefits Are you looking to develop your career within a nurturing environment where you can flourish? Do you want to join an award-winning firm that strives for excellence and success for our clients, our people and our business?, We offer a nurturing and collaborative working culture that is caring and protecting of our people, within an environment where they can learn and flourish. In addition to a competitive remuneration package, we offer a range of flexible benefits and flexible hours of work. We have clearly defined career pathways which empower you to manage your own development. We have a number of colleague-led collaborative working groups which help shape our strategy.