IT Service Desk Manager

Business Stream; City of Edinburgh; On-site; GBP 27,000 - 45,000; Full time

Benefits offered by this job

Hybrid working (3 days in office, 2 at

Pension plan

Gym membership

Staff restaurant

Employee discounts

Salary sacrifice schemes

Annual leave and holidays

Job summary

Business Stream is seeking an IT Service Desk Manager to lead a small IT Support Analyst team. You will manage incidents, requests and production support while staying hands-on with daily technical tasks.

You will ensure service levels for key systems like Microsoft 365 and Dynamics 365 and collaborate with stakeholders and partners to drive reliability. You will use Halo ITSM and insights to streamline processes, improve service delivery and create a positive colleague experience across the

Qualifications

• Experience in an ITIL-aligned service desk or IT operations environment.
• Strong knowledge of Windows, Microsoft 365, cloud services, networking, cyber security and device management.
• A supportive leadership style with ability to organise workloads, set priorities and inspire a customer-focused team.
• Hands-on troubleshooting approach with ownership of issues and timely resolutions.

Responsibilities

• Lead a small team of IT Support Analysts and oversee incidents, requests and production support.
• Act as main escalation point for critical issues while remaining hands-on with day-to-day activities.
• Maintain stability and performance of Microsoft 365 and Dynamics 365, coordinating with stakeholders and IT partners.
• Drive service improvements using Halo ITSM, service insight and automation to enhance reliability and colleague experience.

Job description

As IT Service Desk Manager, you'll lead our small team of IT Support Analysts and make sure colleagues receive responsive, reliable and customer-focused support. You'll oversee incidents, requests and production support, acting as the main escalation point for critical issues while remaining hands-on with day-to-day technical activities. You'll help maintain the stability and performance of key business systems, including Microsoft 365 and Dynamics 365, and work closely with colleagues, business stakeholders and external IT partners to meet agreed service levels. You'll also use service insight, automation and the Halo ITSM platform to improve processes, strengthen service reliability and create an excellent colleague experience.

About you

You'll be a customer-focused and approachable IT professional who enjoys leading others, solving problems and taking ownership through to resolution. You'll bring a strong technical foundation, a calm and organised approach, and the communication skills to build effective relationships across the business.

• Experience of working in an ITIL-aligned service desk or IT operations environment, with a good understanding of IT service management processes and tools.
• Strong working knowledge of Microsoft Windows, Microsoft 365, cloud services and a range of infrastructure technologies, including networking, cyber security and device management.
• A supportive and effective leadership style, with the ability to organise workloads, set priorities and inspire a customer-focused team.
• A hands-on approach to troubleshooting, with the confidence to take ownership of issues, identify root causes and deliver timely solutions or workarounds.
• The ability to stay calm under pressure, manage competing deadlines and communicate technical information clearly to different audiences.
• Strong relationship-building skills and experience of working effectively with internal stakeholders, external partners and suppliers.
• A Higher Grade, GCSE-level qualification or equivalent. An HNC in Computing/IT, ITIL v4 knowledge, Halo ITSM experience or experience in utilities would be an advantage.

What's in it for you?

You'll be a key team player in one of the largest water retailers in the UK, with lots of benefits and the chance to grow your career.

• Salary up to £45,000 per annum plus bonus up to 20%
• Attractive pension plan
• Hybrid working (3 days in office, 2 days at home)
• 31 days annual leave and six bank holidays
• Subsidised staff restaurant and free gym membership
• Employee discounts
• Salary sacrifice schemes including electric vehicles and cycle to work

Why we're the right fit

We're passionate about providing a great place to work, where our colleagues feel trusted, valued, supported and empowered, whatever their background or role. And we're committed to providing an inclusive workplace that welcomes and promotes diversity and provides equal opportunities for everyone. In everything we do, we're driven to make a positive difference, and always strive to do the right thing by our customers, our people, our local communities and the environment. Life at Business Stream is fast-paced and exciting, where no two days are the same.

Who we are

Business Stream is one of the largest water retailers in the UK and a trusted service provider to over 300,000 business customers. With over 17 years' experience of operating in a competitive water market - longer than any other retailer - we're the chosen service provider for businesses and organisations ranging from small corner shops to large industrial estates. Headquartered in Edinburgh and employing around 350 people, we provide a range of services including metering and billing, water efficiency support and, water and waste water management solutions.

A Disability Confident Committed Employer

If you consider yourself to have a disability, we encourage you to disclose that as part of your application. That means we can provide the necessary support and use your unique talents effectively.