Service Desk Manager

Job Type:
IT & Technical
Salary Description:
Competitive Salary Offered
Job Ref:

BettingJobs are working with a market leading sportsbook & casino operator, who are looking for a Service Desk Manager to join their team. Apply today for a confidential discussion.

The successful candidate will be responsible for the management and maintenance of the online applications across the entire estate.

It will involve proactively monitoring and investigating issues ranging from within testing environments up to production machines. This role does require on-call/shift work on a rotation basis.

Key Responsibilities:
• Manage & support the service desk team, including 1-1’s, appraisals, mentoring and performance management.
• Ensure operational monitoring of the estate is in place to the appropriate business criticality levels.
• Ensure the performance and availability of the online applications.
• Innovate and automate process where possible.
• Providing coverage for change management of both internally developed and vendor provided systems.
• Ensures proper testing has been completed and proper documentation exists to support new/modified applications in production.
• Create and manage necessary processes to improve efficiencies.
• React to any incidents that may have impact on the business, ensuring communication and maintaining SLAs.
• Partner with IT Operations, vendors, BU, and other support teams to establish proper support model, escalation, and operational efficiencies.
• To triage, delegate and monitor all incoming support tickets, always ensuring tickets are actioned and completed in a timely, efficient, and cost-effective manner.
• To ensure complete, ‘goal focused’ solutions for both internal and external customers.
• Take decisions and actions to relieve and release any blockages with support tickets.
• Work with the wider Integrations team to achieve service and support related technical solutions all support tickets.
• Manage and support the creation of service processes and knowledge-based articles.
• Create and develop a system of Proactive KPI management for the Service Agreement Customers.
• Provide feedback on equipment and installations as appropriate.
• Communicate closely with impacted groups to ensure all events are properly managed.
• Ability to understand vendor contract, Service Level Agreements, Key Performance Indicators
• Proactive analysis and pre-emptive incident reduction by means of monitoring/trend analysis.
• Act as Incident Manager in P1 Incidents when Incident Manager is not available.

• BSc in computer science (or relevant alternative) with 4 years commercial experience OR
• Strong Unix/Linux skills. Debian / Ubuntu
• Strong DB experience. MsSQL / Postgres
• Experience with some of: Bash, SQL, PHP, Ruby, Groovy, Node.JS. Beneficial Java/C++
• Working knowledge of Apache/Nginx, HAProxy, Varnish.
• Working knowledge of Nagios, Graphite, Grafana.
• Experience of Log management/aggregation tools. Graylog / ElasticSeach
• Previous use of Configuration Management tools. Chef/Ansible
• Previous use of Continuous integration tools. Preferably Jenkins.
• Source Repository Management e.g., Git/SVN

• Application Support Experience 5-7yrs+
• 3+ years’ experience working in an enterprise environment.
• Excellent verbal and written communication skills
• A track record as a coach, mentor, and developer of talent
• Demonstrated ability in people management, strategic planning, risk management, change management, and project management.
• Experience working with quality management approaches, techniques, and principles.

Personal Attributes:
• Self-motivated individual that possesses excellent time management and organizational skills
• Ability to produce work to a high standard irrespective of deadlines.
• Ability to work on/learn bespoke systems.
• Desire to learn about new technologies and trends within the industry.
• Evidence of strong interpersonal skills and the ability to establish positive relationships with employees at all levels of the business.
• A track record as a coach, mentor, and developer of talent
• Strong cross-functional collaboration skills, relationship building skills, and ability to achieve results without direct reporting relationships.
• Excellent judgment, analytical thinking, and problem-solving skills
• Strong sense of personal responsibility and accountability for delivering high quality work, both personally and at a team level

• Experience of Virtualisation Technologies (VMware, HyperV, Citrix)
• Experience of containerisation Technologies (Docker, LXC)
• Experience in Networking (Cisco, F5)
• Knowledge of Gambling and Betting
• Willing to travel to offices abroad if required (infrequent)

Contact Details:
Tel: +441355588976
Contact: Stuart Armstrong

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