IT Helpdesk Manager

　　General Information

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　　City

　　Wimborne Minster

　　State/Province

　　Dorset

　　Country

　　United Kingdom

　　Department

　　Technical Customer Services

　　Date

　　Friday, January 19, 2024

　　Working time

　　Full-time

　　Ref#

　　20032236

　　Job Level

　　Individual Contributor

　　Job Type

　　Experienced

　　Job Field

　　Technical Customer Services

　　Seniority Level

　　Associate

　　Description & Requirement

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　　About Xerox Holdings Corporation

　　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. (https://www.xerox.com/en-us/jobs/diversity)

　　About Xerox IT Services:

　　Xerox IT Services in the UK is part of the Global Xerox IT Services Team and serves the customers of Xerox Direct and its Acquired Companies in the UK.

　　We offer a comprehensive portfolio that includes Managed IT Services, Infrastructure and Networking, Data Centre deployment, Cloud services, End User Compute hardware and Security specialisms.

　　A team of 150 IT professionals make up the UK IT Services team.

　　Our vision is to continue to offer locally delivered and tailored IT Support and Professional Services engagements to our customers and grow our UK business both organically and through acquisition.

　　Job Summary:

　　The IT Helpdesk Desk Manager has overall responsibility for the IT service desk functions at ITEC including all customer incidents, problems, service requests and change requests.

　　The primary function of the role is to manage the day to day running of the customer 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.

　　Working with the Service Delivery Manager to develop the team structure in line with ITEC and customer needs, recruiting, training, coaching and mentoring staff as required.

　　The IT Helpdesk Desk Manager acts as a point of escalation for incidents 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.

　　Working with Pre-Sales and the Sales teams to provide support on new business opportunities, the role is also responsible for managing the new client take-on process for the service desk.

　　Developing and building relationships with customers to retain business is a key part of the IT Helpdesk Desk Manager role. This is achieved via constant customer communication, responding to feedback, service review meetings and regular reporting.

　　For the benefit of ITEC, the IT Helpdesk Desk Manager must continuously gauge customer satisfaction and providing data and reports indicating performance against SLA and trend analysis to Senior Management.

　　Overall responsibility for theIT service desk function

　　Customer incidents, problems, service requests and change requests

　　Recruiting, training, coaching and mentoring the service desk team leaders and technical support staff

　　Escalation point for High Priority and Critical Incidents

　　Managing Service Desk Processes

　　Managing the Service Desk Toolset

　　New Customer Take-On Process

　　Building and maintaining good relations with customers

　　Data and Reporting of KPIs

　　Key working relationships include:

　　Technical analysts and Technical Field Analysts

　　Infrastructure Manager

　　Infrastructure Technical Specialists

　　IT Service Delivery Manager

　　Account Managers and Account Directors

　　Customer contacts

　　HR Department

　　General Responsibilities:

　　To support your colleagues, wherever practicable, to ensure they meet their objectives

　　To support the Board of Directors and Management Team in delivering change that benefits the business as a whole

　　To adhere to Itec’s Equal Opportunities policy in all activities, and to actively promote equality of opportunity wherever possible.

　　To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.

　　To work in accordance with the Data Protection Act and to ensure that all new systems are reported to your Data Protection Controller.

　　To undertake such other duties as may be reasonably expected.

　　To provide a healthy and comfortable working environment, smoking is prohibited throughout the company’s premises, except in specially designated areas.

　　To work in accordance with our ISO27001 Information Security policies and procedures

　　Required Experience:

　　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

　　Remote Desktop

　　VMWare ESXi

　　Email Relay and antispam

　　Sonicwall routers

　　Dell / HP server and network hardware

　　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, ability to prioritise and delegate with strong leadership skills

　　Excellent communication, interpersonal and presentation skills

　　Strong analytical, logical and troubleshooting skills

　　Strong verbal and written communication skills

　　Service delivery management andmethodologies

　　At least 10 years’ experience working in a service desk environment

　　At least 2 years’ experience in an IT or Service Desk Management role

　　ITIL Service Management Foundation

　　Desired Experience:

　　Proficient in the use and support of:

　　Mac desktop OSX

　　Citrix XenDesktop and XenServer

　　Veeam

　　Symantec Backup Exec

　　VoIP telephony systems, in particular Mitel

　　SAN solutions and topology

　　ITIL Practitioner and Manager

　　Microsoft MCP, MCSA, MCSE

　　Citrix CCA, CCP, CCE

　　VMWare VCA, VCP, VCAP, VCIX, VCDX

　　HyperV

　　IT related degree

　　Mitel accreditation

　　Managed Print Accreditations

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　　Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.