Oversees the daily workings of the internal operations teams.Duties include but are not limited to:Management: - Overseeing multiple teams including Service Desk, 2nd Line Team and Corporate IT team- Performing one on one performance reviews - Assist with recruitment of new analysts and engineers- Create and maintain Service Catalogues, DR Plans, SLA/OLAs and End user documentation.Finance: - Maintain financial forecasts and budgets- Create and maintain cost models- Keep track of departments P&L- Purchase order proofing and approvingProgramme Management- Have awareness of all major projects and ensure that any interlinked projects are understood and communicated- Ensure projects are appropriately resourced- Attend monthly roadmap meetingsInformation Security - Perform all necessary actions to ensure department complies with GDPR legislation- Attend monthly InfoSec meeting- Attend monthly Technical Risk Register meeting

• Manage the overall desk activities• Act as an escalation point for all analysts • Report to senior managers on any issue that could significantly impact the business • Attend Change Advisory Board meetings • Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules.• Undertaking HR activities as needed • Producing statistics and management reports • Representing the Service Desk at meetings • Arranging staff training• Liaising with senior management • Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk • Assisting Analysts in providing first line support when workloads are high, or where additional experience is required.• Writing and maintaining the Service Desk business continuity plan, ensuring monthly testing is carried out.• Being part of the business continuity management team ensuring that should business continuity is invoked, the Service Desk continue to provide full 24x7 support.• Allocating hardware and software globally to internal staffOutside of my standard role I also: • Named Partnership manager - manage and maintain the companies partnerships to ensure we meet the criteria to gain partner status with companies such as Microsoft and AWS.• Remedy Administration - support the entire business with training and developer configuration of our ITSM tool, Remedy.

• Responsible for managing all company assets including hardware and software licensing• Create and maintain reports using various systems including Business Objects• Part of the BMC Remedy administration team which includes maintaining the system and making service improvements

• Responsible for the overseeing and supporting the 1st line Service Desk Analysts• Writing and updating procedures to increase knowledge throughout the team• Assisting with interviews and quarterly and yearly staff appraisals

• First point of contact for customers and internal users in a busy Service Desk environment • Troubleshooting both Hardware and software issues

• Responsible for the day to day running of the IT support help desk, this included all IT issues from PCs to Server builds