IT Service Desk Lead — Remote-Friendly, Multi-Site

NEC Software Solutions; Tees Valley; Hybrid; GBP 70.000 - 100.000; Vollzeit

Benefits dieser Stelle

Private medical cover

25 days holiday

Life assurance

Group pension plan

Learning resources

Zusammenfassung

NEC Software Solutions is seeking an experienced Service Desk Manager to lead the end-to-end ITIL-aligned service desk and incident management across multiple locations. The role reports to the Head of Service Delivery and manages a core team of 4 FTE with a wider team of ~50.

You will drive process improvement, stakeholder engagement, and performance metrics while ensuring compliance with ISO standards and security certifications.

Qualifikationen

• Experience leading service desks in large organisations.
• Strong stakeholder management and communication skills.
• Proven ability to manage resources and coach teams.

Aufgaben

• Develop and own end-to-end ITIL-aligned service desk and incident management processes.
• Lead a multi-site team and coach based in Hartlepool, Chippenham and India.
• Ensure compliance with ISO20000 and other security certifications.

Kenntnisse

Service desk mgmt

Stakeholder mgmt

Resource mgmt

Customer service

Communication

ISO 20000

Leadership

Ausbildung

ITIL v4 Foundation

NPPVL3 + SC clearance

Jobbeschreibung

NEC Software Solutions is seeking an experienced Service Desk Manager to lead the end-to-end ITIL-aligned service desk and incident management across multiple locations. The role reports to the Head of Service Delivery and manages a core team of 4 FTE with a wider team of ~50.

You will drive process improvement, stakeholder engagement, and performance metrics while ensuring compliance with ISO standards and security certifications.