Service Desk ManagerSalary up to £55,000Location: London (occasional travel requiredWorking Hours: 37.5 hours (shifts covering 8am to 6pm) [Evenings and weekend on-call rota cover]Overview:A fast-growing and highly successful artisan food manufacturing and retail group is looking to hire a Senior IT Service Desk Analyst to join their dynamic team.Overall Purpose of the Role:- Lead and deliver service level agreements with the wider business.- Drive change and improvements in processes and technology.- Roll out AI-driven support and self-help as part of a next-generation helpdesk project.- Triage tickets and deliver self-help solutions and recommendations.- Own and manage laptop and hardware policies.- Maintain asset registers.- Coordinate escalation and resolution of incidents with technology partners and across the wider technology team.- Manage a team of Technology Help Desk Analysts.- Develop effective working relationships with colleagues within and beyond Technology to ensure a consistent, high-quality service is delivered.- Coordinate Technology requirements for new bakery openings and refurbishments.Areas of Responsibility:- Report to the Chief Technology Officer.- Lead, work flexibly, and be part of the on-call rota.- Deliver high-quality technical support with exceptional customer service skills.- Resolve calls within agreed Service Level Agreements (SLA).- Coach and mentor team members to ensure relevant knowledge and skills are developed.- Provide hardware and software support both locally and remotely.- Assist with ongoing projects across the group.- Manage ticket queues effectively and provide regular, accurate updates to users.- Liaise with and escalate issues to 2nd and 3rd line technicians, including third parties where appropriate.- Support users on iOS technologies and cloud applications.- Travel to other units to resolve issues requiring intervention.- Supervise team members and ensure work is completed effectively.- Deputize when necessary.Experience/Skills:- Sound knowledge and experience supporting a wide range of IT applications, platforms, and technologies (M365, Azure, Active Directory, hardware).- Strong organizational skills with 3+ years of experience in a similar role.- Positive, "can do" outlook and approach to work.- Technology qualifications/certifications are a bonus.- Excellent written and verbal communication skills.- Experience working with service desk tools and technology such as remote access and knowledge resources.- Ability to investigate and troubleshoot issues, keep users up to date, and drive solutions to a conclusion.- Ability to think critically and provide solutions through various problem-solving techniques.- Ability to prioritize issues according to business needs and escalate when necessary.- Demonstrate excellent customer service to business functions.- Experience with previous IT projects or ongoing personal study is advantageous.- Ability to market and promote the service desk, advocate for necessary resources, and appreciate the service desk's value.- Critical thinking about systems and consistent adjustment as needed.- Ensure all IT Service Desk processes are thoroughly documented, consistently audited, and regularly improved.- Willingness and ability to learn about standard and bespoke applications.