About the job
Sussex Recruitment is actively seeking a talented and experienced Service Desk Manager to lead our in-house Service Desk team. Our organization offers a diverse array of intelligent services and solutions tailored for both the enterprise and education sectors. As the Service Desk Manager, you will ensure that your team delivers top-notch support and expertise to our clientele. We pride ourselves on being a dynamic and innovative technology provider.
The ideal candidate will possess a proven track record of fostering robust relationships with customers in an IT helpdesk setting. In this role, you will also identify opportunities to enhance our current offerings, driving revenue through additional business avenues.
Key responsibilities include overseeing the daily operations of the Service Desk team, which consists of 1st and 2nd Line Technical Consultants. You will manage technician workloads, coordinate the technical calendar, and prioritize tickets based on urgency and technical availability.
In addition to a solid foundation in service delivery management, a strong technical understanding of IT infrastructure is crucial. Familiarity with technologies such as VMware, Citrix, storage solutions, and Microsoft technologies is required. Experience working with Cisco products and services will be considered a significant advantage. The successful applicant will demonstrate excellent interpersonal skills, with the ability to negotiate with customers and cultivate lasting, profitable relationships.
Essential technical expertise should include: Windows Server Management, Active Directory, Exchange/Office 365, TCP/IP, DNS/DHCP, VMware vSphere, RES-Product Suite, Microsoft Hyper-V, Veeam, and SAN & Storage Technologies.

