Global Service Desk Manager - ITIL Lead, Remote 50%

NECSWS; Tees Valley; Hybrid; GBP 65,000 - 85,000; Full time

Benefits offered by this job

Private medical cover

25 days holiday

4x basic salary life assurance

Job summary

NEC Software Solutions in Hartlepool is seeking a Service Desk Manager to lead the end-to-end Service Desk and Incident Management across multiple locations. You will drive ITIL practices, ensure ISO20000 compliance, and partner with stakeholders to deliver a high-performance IT capability worldwide.

You will manage 4 FTEs directly and a broader team of ~50 across Hartlepool, Chippenham and India, setting direction and coaching for continual improvement and service excellence.

Qualifications

• ITIL v4 Foundation certification is essential.
• NPPVL3 and security clearance required.
• Desirable: ITIL v5 Foundation and ITIL v4 Intermediate Qualification.

Responsibilities

• Develop and own end-to-end Service Desk and Incident Management processes.
• Lead a globally distributed team and coach staff.
• Collaborate with stakeholders to ensure needs are understood and met.
• Measure KPIs/CSFs to align with IT strategy.
• Forecast resources and ensure staff are skilled at the appropriate level.
• Support bid responses and development of service offerings.
• Maintain ISO standards and security certifications and support ISO 20000 audits.
• Onboard new services and plan take-ons with business needs.

Skills

Service desk management

Stakeholder management

Resource management

Customer service

Innovation

Education

ITIL v4 Foundation

NPPVL3 + SC clearance

ITIL v5 Foundation

ITIL v4 Intermediate Qualification

Tools

ISO 20000 audits

Job description

NEC Software Solutions in Hartlepool is seeking a Service Desk Manager to lead the end-to-end Service Desk and Incident Management across multiple locations. You will drive ITIL practices, ensure ISO20000 compliance, and partner with stakeholders to deliver a high-performance IT capability worldwide.

You will manage 4 FTEs directly and a broader team of ~50 across Hartlepool, Chippenham and India, setting direction and coaching for continual improvement and service excellence.