IT Service Delivery Lead - Service Desk & ITIL Expert

Opencast | B Corp™; Newcastle upon Tyne; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Employer pension 7%

Share options

Discretionary bonus

25 days holiday

Life happens days

Job summary

Opencast is a growing tech consultancy focused on user-centred solutions for government and business. We seek an experienced IT Service Delivery Manager to lead the service desk, maintain ITIL-aligned processes and support the ISO 20000-1 framework.

You'll work hands-on across incidents and requests up to 3rd line, collaborate with multiple teams, and be based at our Newcastle HQ with regular on-site presence. We value approachable, organised problem-solvers who champion high-quality IT support.

Qualifications

• Relevant IT service management experience within a busy service desk.
• Proven ability to lead and improve ITIL-aligned service processes.
• Experience supporting incidents up to 3rd line and cloud-based services.
• Experience with Salesforce, Microsoft 365 and Entra ID ecosystem.

Responsibilities

• Lead or supervise a service desk, manage workload, priorities and SLAs.
• Run core ITIL processes: incident, problem, change, knowledge management.
• Diagnose and troubleshoot IT issues up to 3rd line for hardware, software and cloud services.
• Act as escalation point within IT team for incidents and requests.
• Manage and report from an ITSM platform with performance metrics.
• Perform root cause analysis to prevent recurring issues.
• Develop and maintain technical documentation, SOPs and knowledge base.
• Provide mentoring and training to junior team members.
• Deliver end-user training for core IT services.

Skills

Service desk leadership

ITIL

Incident/Problem/Change mgmt

Root cause analysis

Documentation

Monitoring

Mentoring

Training

Tools

Salesforce

Microsoft 365

Entra ID

Intune

macOS administration

Job description

Opencast is a growing tech consultancy focused on user-centred solutions for government and business. We seek an experienced IT Service Delivery Manager to lead the service desk, maintain ITIL-aligned processes and support the ISO 20000-1 framework.

You'll work hands-on across incidents and requests up to 3rd line, collaborate with multiple teams, and be based at our Newcastle HQ with regular on-site presence. We value approachable, organised problem-solvers who champion high-quality IT support.