IT Service Desk Manager

National Care Group Limited; Accrington; On-site; GBP 45,000; Full time

Job summary

An established industry player is seeking a dynamic IT Service Desk Manager to lead their service desk team and enhance IT support services. This role is pivotal in managing service delivery, ensuring customer satisfaction, and streamlining IT processes. The ideal candidate will have a strong background in IT service management, particularly with tools like ManageEngine ServiceDesk and Microsoft 365. Join a diverse and inclusive workplace that values creativity and problem-solving, where your contributions will make a significant impact from day one. If you thrive in a fast-paced environment and are ready to take ownership of challenges, this opportunity is perfect for you.

Benefits

33 days annual leave

Wagestream

Access to digital discount platforms

Wellbeing support

Qualifications

• Proven experience in IT service management with strong leadership skills.
• Hands-on experience with ITSM tools and Microsoft 365 administration.

Responsibilities

• Lead and develop the service desk team to enhance IT support services.
• Utilise data analytics for business performance improvements.

Skills

Service Desk Management

ManageEngine ServiceDesk

Microsoft 365 Administration

VoIP Services

ITIL Principles

Compliance Management

PowerShell Scripting

Problem-Solving Skills

Leadership Skills

Stakeholder Management

Education

Level 3 Service Management Qualification

Tools

ManageEngine ServiceDesk

Microsoft 365

PowerShell

Job description

Job Description

IT Service Desk Manager

National Care Group (NCG) is a leading provider of care and support services to vulnerable adults throughout England and Wales. We work closely with the people we support, their family members, local authorities, and commissioners to provide high-quality, person-centred support across the following services: supported living, residential care, outreach & home support, day services and an education college.

National Care Group is seeking a highly skilled Service Desk Manager to lead and develop our service desk team, ensuring the effective and efficient delivery of IT support services.

On Offer Is

1. Competitive Salary of £45,000 per annum
2. Working 5 Days per week, Monday to Friday
3. Work-life balance with hybrid working, offering flexibility between remote and office-based work.
4. 33 days annual leave (inclusive of Bank Holidays)
5. Wagestream
6. Access to digital discount platforms
7. Access to wellbeing support

The role is crucial in managing our Service Desk to streamline IT service management and improve user experience.

Key Responsibilities

1. Oversee and develop the service desk team, ensuring adherence to best practices and maintaining customer satisfaction.
2. Utilise and optimise ManageEngine ServiceDesk to enhance incident, problem, and change management processes.
3. Manage and maintain Microsoft 365 services, ensuring optimal functionality and security compliance.
4. Understand and support various IT systems, including VoIP services, compliance tools, and enterprise applications.
5. Prepare and coordinate service transition activities, identifying process enhancements and implementing solutions.
6. Oversee the full spectrum of customer service functions, ensuring high levels of customer satisfaction and investigating automation opportunities.
7. Utilise data analytics to drive business performance improvements and service enhancements.
8. Identify patterns and trends, proactively resolving underlying issues and implementing preventative measures.
9. Demonstrate working knowledge of ITIL frameworks and hold a Level 3 service management qualification.
10. Develop and maintain PowerShell scripts for automation purposes, optimising IT workflows and efficiencies.
11. Implement and manage RPA solutions to enhance service desk operations and reduce manual workloads.
12. Apply core technical concepts related to IT service management, ensuring alignment with business objectives.
13. Collaborate with user researchers, ensuring IT services align with user needs while balancing business priorities.

Skills & Experience

1. Proven experience as a Service Desk Manager or similar IT service management role.
2. Hands-on experience with ManageEngine ServiceDesk or other ITSM tools.
3. Strong expertise in Microsoft 365 administration and VoIP services.
4. Solid understanding of ITIL principles and service management frameworks.
5. Experience in compliance management related to IT services and security.
6. Proficiency in PowerShell scripting and automation techniques.
7. Ability to track, log, and protect IT assets and configurations.
8. Excellent problem-solving and analytical skills to drive continual service improvement.
9. Strong leadership, stakeholder management, and communication skills.
10. Ability to take ownership of issues and proactively mitigate potential IT service disruptions.

We're seeking individuals who can hit the ground running and make an immediate impact. At National Care Group we value proactive problem-solvers who can quickly adapt to new challenges and drive our mission forward. As a part of our team, you'll be expected to bring your expertise, creativity, and a strong work ethic from day one.

If you're ready to dive into a fast-paced environment, collaborate with a diverse team, and contribute to our organisation's success right from the start, we encourage you to apply today. Join us, and let's embark on this exciting journey together!

At National Care Group, we are dedicated to fostering a diverse, inclusive, and authentic workplace where everyone belongs. If you're passionate about this role but don’t meet every requirement, we still encourage you to apply—we value potential as much as experience. As a proud Disability Confident Employer, we are committed to supporting all applicants throughout the hiring process and through their journey at National Care Group.