IT Operations and Help Desk Manager

Leeds West Yorkshire LS11

£40000 - £50000

Permanent role

Your working week will be 35 hours, 7 hours per day between 8.30am and 4pm, Monday to Friday, with some flexibility required for ongoing projects.

Hawk 3 Talent Solutions are looking for a Customer focussed IT Professional to join a team based in Leeds, West Yorkshire as a IT Operations and Help Desk Manager

The Role

Whether you’re an IT professional with a strong technical background that’s ready to take their first step into a people-management role, or an already experienced leader ready for their next challenge, this role is a fantastic opportunity in which you can make an impact from day one.

Technical support is crucial to the company’s success. As the Operations and Help Desk Manager within the IT Operations Team, your mission is to enable and support the colleagues and technology that keep the company running. You’ll be responsible for making sure our core service processes are as reliable and stable as possible, managing the team’s workload so that we’re able to meet our business demand.

The team of trusted IT specialists support colleagues across the business, as well as their thousands of customers. The team’s solutions are rooted in technical skill, product expertise, and a thorough understanding of evolving technical needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can be scaled across the business, everything we do aims to ensure our stakeholders benefit from the full potential of their technology offering.

Duties

Managing and supporting a team of help desk technicians

Troubleshooting and resolving technical issues

Mentoring your team, providing training, and conducting performance evaluations

Monitoring team performance and developing feedback reports for management

Managing escalations and ensuring any issues are resolved in a timely manner

Creating and ensuring multi-level SLAs relevant to the organisation are met

Managing the installation and upgrade of projects

Ensuring all systems are update to date according to the patching schedule

IT Procurement activities

Managing monitoring system, responding to notifications accordingly

Communicating with internal stakeholders as required, keeping them informed of incident progress, as well as notifying them of impending changes or agreed outages

Monthly patching updates (typically 6 hours on a Sunday once per month – paid at an overtime rate)

Out of core hours Data Centre maintenance (typically 4 hours once per month – paid at an overtime rate)

Skills/Knowledge and Experience

Advanced understanding of operating systems, business applications, printing systems and network systems

Technical awareness, as well as the ability to match resources to technical issues appropriately

Advanced knowledge of firewalls and security (ideally SonicWALL)

Advanced knowledge of networks - LAN/WAN/routers (ideally Meraki and Dell)

Advanced knowledge of Storage Arrays (ideally Dell Compellent)

Windows Server 2012 R2/2016/2019

Linux (ideally Ubuntu)

Citrix XenServer and XenApp (ideally 7.1CU2)

Microsoft Azure Platform

Windows 10 & 11

Active Directory

SQL Server (ideally 2016 and 2019)

MS Exchange (ideally 2013 and 2019)

Excellent leadership and people management skills.

Strong customer service skills.

Benefits

Lifestyle Rewards

35 hour working week

27 days Annual Leave + Bank Holidays

Additional Paid Leave for your Birthday, Christmas Eve and New Year's Eve

Flexible Holidays – leave can be bought, sold and taken hourly

Extra holiday for length of service

Enhanced Maternity / Paternity / Adoption Pay

Business-casual dress code

Financial Rewards

Punctuality and attendance-based financial rewards

Financial reward and recognition for memorable moments throughout Your Journey, including length of service milestones and key life events

Manager’s Cheer - monthly financial reward and recognition for going above and beyond in your role

My Staff Shop - a wide range of discounts and savings at UK retailers

Travel Support - free parking, bus discounts, cycling facilities

Death in Service Benefit - 4 times annual salary

Contributory Pension Scheme

Personal Growth

Learning & Development Allowance - paid time to learn in work

Professional Qualifications - financial and study support

Health Rewards

Free Gym Membership

Health Cash Back Plan - generous cash back towards every day health costs, including dental, optical, wellbeing and combined therapy

GP Anytime - access to 24/7 prescribing GP for you and your family

Employee Assistance Programme - 24/7 help line, including up to 8 free counselling sessions

Engagement Rewards

Team Events

Regular charity fundraising including fun games, food, raffles, auctions and more

Closing date is 19.2.2023 Please note this could change subject to suitable applications.

Hawk 3 Talent Solutions are acting as an employment agency on behalf of it’s client.

To Apply please follow the application process for the site this job is advertised on or email your CV to  or call Deb on (phone number removed) By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy. To view our full Privacy Policy please visit our website.

Hawk 3 Talent Solutions are committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future