IT Service Desk Manager

The Investigo Group; Chester; Hybrid; GBP 35,000 - 65,000; Full time

Job summary

Join a dynamic coalition of tech firms as an IT Service Desk Manager, where you will lead a passionate team dedicated to delivering exceptional technical support. This role is pivotal in managing ITIL practices and ensuring high-quality service delivery to both internal and external customers. You will thrive in a hybrid working environment that promotes diversity, equity, and inclusion, while also enjoying a generous benefits package. If you have a customer-focused mindset and a passion for team development, this opportunity offers a platform to make a significant impact in a fast-paced, innovative setting.

Benefits

Flexible Working

Private Medical

Inclusive Culture

Flexible Benefits

Generous Holiday Allowance

Continuous Learning Opportunities

Bonus Potential

Discounts on Products

Pension Contributions

EV Car Scheme

Qualifications

• 3+ years of experience in IT Service Desk management.
• Strong knowledge of IT support, infrastructure, hardware, and networking.

Responsibilities

• Oversee IT Service Desk operations and ensure high-quality support.
• Lead design and improvement of ITIL processes.

Skills

ITIL Leadership

Team Leadership

Customer Service

Adaptability

Strong Communication Skills

Education

Professional certifications in ITIL ITSM

Technical certification in Information Technology

Tools

ITIL best practices

IT support tools

Job description

Role: IT Service Desk Manager

Location: Liverpool, Merseyside, North West England - hybrid working

Job Type: Full-time, Permanent

About Us:

Come and be a part of The Investigo Group (TIG), a dynamic coalition of cutting-edge tech firms specialising in Platform, Software, Data, AI and other bleeding-edge technology solutions. Our innovative prowess spans the globe while proudly hailing from the United Kingdom.

The group is multi-functional with a large portfolio of B2B products and services. Our ecosystem is made up of: IIS, providing secure internet access in both the public and private sectors. Its mission? To deliver world-class secure internet capabilities enhancing productivity across diverse skillsets and organisations. Vestigo Consulting is our training and consultancy company, tailored around specialist sector-specific knowledge, and provides regular courses and CPD for our community. The Consultancy side concentrates on expert support of our customers as well as specifically assigned individual deployments. Collaboraite is a bleeding-edge company that provides our Data and AI capability.

Diversity, Equity, and Inclusion (DEI) are at the heart of The Investigo Group (TIG). We're dedicated to creating a workplace where people from all backgrounds are not only welcome but empowered to excel.

About You:

We are looking for a qualified and motivated individual to fill the role of IT Service Desk Manager. You will have a customer-focused mindset with a commitment to delivering exceptional service. The ideal candidate will possess strong leadership skills, a passion for developing high-performing teams, and proven experience in fast-paced, complex environments.

About The Team:

The IT Service Desk team is dedicated to providing high-quality technical support and customer service to both internal and external customers. This includes hardware and desktop support, ensuring that all users receive responsive and reliable assistance.

About The Role:

As the IT Service Desk Manager, you will oversee the day-to-day operations of the IT Service Desk team. You will be accountable for ensuring high-quality technical support and customer service to our users. This role is essential for managing ITIL ITSM Core management practices, including Incident Management, Problem Management, Change Enablement, Service Level Management, and Service Request Management.

Key Responsibilities:

• ITIL Leadership: Lead the design, implementation, and continuous improvement of ITIL processes.
• Team Leadership: Manage and lead the IT Service Desk team.
• Change Enablement: Ensure controlled and effective implementation of changes.
• Service Delivery: Oversee the resolution of incidents and service requests within agreed SLAs.
• Escalation Management: Serve as an escalation point for complex technical issues.
• Incident Management: Lead the team in managing incidents and performing root cause analysis.
• Performance Monitoring: Track team performance against KPIs and SLAs.
• Continuous Process Improvement: Identify opportunities to enhance service desk processes.
• Customer Satisfaction: Ensure responsive service delivery to end-users.
• Collaboration: Work closely with stakeholders to ensure seamless service delivery.
• Reporting: Prepare and present regular performance reports.
• Staff Development: Support team members' professional growth.
• Resource Management: Manage staffing levels during service hours.
• Compliance and Security: Ensure all service desk activities comply with company policies.

Requirements:

The ideal candidate will have:

• Qualifications:
• Professional certifications in ITIL ITSM (e.g., ITILv4 Practice Manager) or equivalent experience.
• A technical certification in Information Technology (e.g., CompTIA, Microsoft) is preferred.
• Experience:
• At least 3 years of experience in a similar role.
• Proven ability to build, own, and improve ITIL processes.
• Strong leadership skills in managing small, agile teams.
• Technical Skills:
• Strong knowledge of IT support, infrastructure, hardware, and networking.
• Understanding of IT Security and Compliance requirements.
• Familiarity with ITIL best practices.
• Experience in problem management and incident management.
• Ability to analyze and present ITSM metrics.
• Soft Skills:
• Adaptability and solutions-focused mindset.
• Strong communication skills.
• Personal Qualities:
• A customer-focused mindset with attention to detail.

Benefits:

• Flexible Working: Hybrid working model.
• Private Medical.
• Inclusive Culture.
• Flexible Benefits: A flexible benefits allowance.
• Holiday: Generous holiday allowance.
• Learning: Access to continuous learning opportunities.
• Bonus Potential: Bonus potential based on performance.
• Discounts: Discounts on a wide range of products.
• Pension: Pension scheme contributions.
• EV Car Scheme.

Please note that the talent acquisition team is managing this vacancy directly and we do not require agency support.

Candidates who are successful will be required to undergo relevant security checks.

Our Process:

Our talent acquisition team will be in touch if you're successful. The team will arrange a short screening call to learn more about you and answer any questions you may have.

Equal Opportunities:

Here at TIG we are committed to equal opportunities and value diversity, equity and inclusion at our company.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: IT Services and IT Consulting