IT Service Delivery Lead

Charity Society; Tees Valley; On-site; GBP 60,000 - 80,000; Full time

Job summary

A nonprofit organization in Tees Valley seeks an experienced ICT Servicedesk Manager to oversee the management of IT services trust-wide. Key responsibilities include managing incidents and requests, developing documentation, and producing reports on performance. The ideal candidate will have strong knowledge of ITIL processes, excellent customer service skills, and experience in IT procurement. This role is essential for ensuring effective service delivery and compliance with ICT policies, while also supporting the organization’s digital strategy.

Qualifications

• Experience in managing ICT Servicedesk services for IT.
• Ability to coordinate effectively between IT teams and other departments.
• Strong understanding of IT procurement, billing, and monitoring services.

Responsibilities

• Manage day-to-day IT incidents and requests to ITIL standards.
• Develop documentation and procedures for efficient service delivery.
• Produce reports on ICT team performance.
• Manage inventory of ICT hardware and software.

Skills

ITIL processes

Customer service

Incident management

Documentation and procedures

Education

Relevant IT qualification or equivalent experience

Job description

A nonprofit organization in Tees Valley seeks an experienced ICT Servicedesk Manager to oversee the management of IT services trust-wide. Key responsibilities include managing incidents and requests, developing documentation, and producing reports on performance. The ideal candidate will have strong knowledge of ITIL processes, excellent customer service skills, and experience in IT procurement. This role is essential for ensuring effective service delivery and compliance with ICT policies, while also supporting the organization’s digital strategy.