As part of our continued expansion, Xerox IT Services requires a Service Desk Manager to join one of our dedicated customer service desks, based in central Edinburgh.

The Service Desk Manager has responsibility for the End User Support IT service desk function for our client including all engineer resource development, incident management, service requests and change requests & Capacity/Release management, Risk Management, Continual Service Improvement, and ensuring these measures are followed by the team.

The primary function of the role is to work alongside the Service Delivery Manager to manage the day to day running of the Service Desk, both 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.

The Service Desk Manager will also need to perform in depth statistical analysis on engineer resource KPI’s with the Service Delivery Manager and identify ticket trend analysis to proactively make major changes to reduce ticket volumes and improve efficiency of all IT Service Desk Functions.

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

The IT Service Desk Manager acts as a point of escalation for incidents and changes 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.

The role expects a proactive ‘team player’ mentality and professionalism at all times. The role will play a key part in ensuring that we anticipate issues before they arise and resolve issues where we are forced to be reactive.

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.

Main Duties:

• Team and process management for the 1st / 2nd line analysts.
• Be a point of technical and managerial escalation for issues.
• Queue management and ticket resolution.
• Create and develop existing KB articles to guide the team.
• Attend CAB / internal Problem Meetings as required.

• 
  1st & 2nd Line Engineers
• Service Delivery Manager
• Application Manager
• Infrastructure & Platforms Manager
• Client Success Manager
• Infrastructure Technical Specialists
• HR Department
• Key Client contacts

• 
  Actively take end-user calls during busy periods only to assist the team to meet response SLAs.
• Actively chase suppliers or resolver groups for resolution to incidents or problems.
• Act as a technical Quality Assurance gate for design and project operational onboarding.
• Proactively identify areas for improvement in conjunction with the IT Service Delivery Manager.
• Develop operational run books and knowledge base information
• Proactively work with the client as a part of an extended technical team.
• Working with 3rd line and Management resources across XITS to resolve or escalate problems.
• Act as an incident escalation point within an ITIL Service Desk environment.
• Develop & document standards for automation, standardisation & optimisation in all services as part of best practice to optimise workflows and cost efficiency.
• Mentor team members on best practice.
• Develop and maintain run books. Ensure configuration documents are up to date.
• Ensure service processes for change, configuration and problem management are always adhered to.
• Raise Change Requests and attend Change Advisory Board where needed.
• Be professional and courteous to colleagues and the client.

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.
• Team worker and ‘can do’ attitude.
• Excellent customer facing, communication, interpersonal and presentation skills.
• Strong analytical, logical and troubleshooting skills.

Proficient in the use and support of:

• Microsoft Office
• Microsoft Windows client
• Microsoft Windows Server
• Active Directory
• DNS, DHCP
• Microsoft Exchange
• Office 365
• Microsoft Azure
• Remote Desktop
• VMWare ESXi
• Server Clusters and SAN topology
• Email Relay and antispam
• SonicWALL routers
• HP, Dell Server, SAN and network hardware
• Nimble SANs

• 
  Microsoft
• MCSA, MCSE
• Citrix
• CCA, CCP, CCE
• VMWare
• VCA, VCP, VCAP, VCIX, VCDX
• ITIL foundation
• IT-related degree