IT Service Desk Manager

Reed; Newcastle upon Tyne; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A key infrastructure company in Newcastle is seeking an IT Service Desk Manager to oversee a national team of service desk engineers and manage IT service delivery across the group. The ideal candidate should have experience in similar roles and strong knowledge of ITIL processes. This position also offers benefits such as a pension scheme and hybrid working options.

Benefits

Pension Scheme

Hybrid working

Company Bonus

Travel Benefits

Responsibilities

• Formulate IT Service Delivery plans and work on continuous improvement.
• Effectively represent Group IT to the internal business and vendors.
• Build and maintain relationships with Group IT senior management.
• Understand and develop strategies to deliver value to the business.
• Facilitate regular Service Reviews with the business and suppliers.
• Support budget-related conversations.
• Monitor supplier and IT service delivery performance.
• Develop continuous service improvement plans.

Skills

Experience within a similar role

Experience managing major incidents and escalations

Ability to work in a fast-paced environment

Excellent knowledge of ITIL processes

Experience working with Microsoft technologies

Job description

One of our key infrastructure businesses with a HQ in Newcastle are looking to bring on a IT Service Desk Manager as part of their core IT Ops Function.

You will be involved in running a national team of service desk engineers alongside planning and delivery of their IT service across the group.

The role is 4 days on site your main location will be Newcastle.

Key responsibilities

• Formulate both short-term day-to-day and longer-term IT Service Delivery plans and identify and work on continuous improvement of the service.
• Professionally and effectively represent Group IT to both the internal business and to all IT third party vendors and suppliers.
• Build, develop and maintain successful, long-term relationships with as well as with Group IT senior management.
• Understand and identify business challenges and develop strategies and solutions to deliver added value to the business.
• Develop, own, chair and facilitate regular Service Reviews with the business and suppliers in accordance with relevant service level agreements and business priorities.
• Supports budget related conversations on different levels.
• Monitor supplier and IT service delivery performance and liaise with managers and customers to ensure service level agreements are met
• Develop and maintain continuous service improvement plans.

Experience required

• Experience within a similar role
• Experience managing major incidents and escalations
• Ability to work in a fast-paced environment
• Excellent knowledge of ITIL processes
• Experience working with Microsoft technologies

Benefits include

• Pension Scheme
• Hybrid working
• Company Bonus
• Travel Benefits