IT Service Delivery Lead — Service Desk & ISO 20000

Opencast; Newcastle upon Tyne; On-site; GBP 44,000 - 50,000; Full time

Benefits offered by this job

7% employer pension

Share options

Discretionary bonus

25 days holiday

Life happens days

Job summary

Opencast, a growing tech consultancy in Newcastle upon Tyne, seeks an experienced IT Service Delivery Manager to lead the Service Desk, own day-to-day operations and drive ITIL-aligned processes while safeguarding ISO 20000-1 certification.

This hands-on role is based at our Newcastle HQ, involving incident, problem, change and knowledge management, plus mentoring staff and delivering end-user training to ensure high-quality IT support across the business.

Qualifications

• Experience leading a service desk with workload and SLA management.
• Hands-on ITIL experience across incident, problem, change, request and knowledge management.
• Ability to diagnose and troubleshoot IT issues up to 3rd line for hardware, software, cloud services.
• Escalation point within IT team for incidents and service requests.

Responsibilities

• Lead the service desk and improve ITIL-aligned processes.
• Maintain and report on ITSM metrics and continual service improvement.
• Handle incidents and requests up to 3rd line; escalate when needed.
• Collaborate with teams to deliver high-quality IT support across the organisation.
• Develop and maintain technical documentation, SOPs, and knowledge base articles.
• Mentor junior team members and provide training to end users.

Skills

Service desk leadership

ITIL knowledge

3rd line support

ITSM reporting

Root cause analysis

Documentation & SOPs

Proactive monitoring

Mentoring juniors

End-user training

Tools

Salesforce

Microsoft 365

Entra ID/Intune

macOS administration

Job description

Opencast, a growing tech consultancy in Newcastle upon Tyne, seeks an experienced IT Service Delivery Manager to lead the Service Desk, own day-to-day operations and drive ITIL-aligned processes while safeguarding ISO 20000-1 certification.

This hands-on role is based at our Newcastle HQ, involving incident, problem, change and knowledge management, plus mentoring staff and delivering end-user training to ensure high-quality IT support across the business.