Global Service Desk Leader | ITIL-Driven, Remote

Remote Genie; Tees Valley; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Private medical

25 days holiday

Life assurance

Pension plan

LinkedIn Learning

Job summary

NEC Software Solutions in Hartlepool is seeking a United Kingdom Manager Customer Service to lead the Service Desk and Incident Management functions. The role combines line management of 4 FTEs and oversight of a wider team across Hartlepool, Chippenham and India, with up to 50 staff overall.

Office-based with 50% remote capability, aligned to ITIL and ISO standards. You will drive end-to-end service delivery, coach the team, collaborate with stakeholders, and ensure delivery of a

Qualifications

• ITIL v4 Foundation is essential.
• NPPV Level 3 plus SC clearance required.
• Experience in service desk management within a complex organisation.
• Strong stakeholder management and leadership skills.
• Ability to work across multiple geographies.

Responsibilities

• Develop and own end-to-end service desk processes.
• Lead a team across Hartlepool, Chippenham and India.
• Manage Service Desk and Incident Management in line with ITIL.
• Collaborate with stakeholders to meet business needs.
• Ensure compliance with ISO standards and audits.

Skills

Stakeholder mgmt

Resource Mgmt

Leadership

Service Desk

Communication

ISO 20000

ITIL v4

Mentoring

Education

ITIL v4 Foundation

NPPV L3 + SC clearance

Job description

NEC Software Solutions in Hartlepool is seeking a United Kingdom Manager Customer Service to lead the Service Desk and Incident Management functions. The role combines line management of 4 FTEs and oversight of a wider team across Hartlepool, Chippenham and India, with up to 50 staff overall.

Office-based with 50% remote capability, aligned to ITIL and ISO standards. You will drive end-to-end service delivery, coach the team, collaborate with stakeholders, and ensure delivery of a