IT Service Desk Manager

Reed Technology; Newcastle upon Tyne; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading technology recruitment firm in Newcastle upon Tyne is seeking an IT Service Desk Manager. You will oversee a national team, develop IT service delivery plans, and ensure alignment with business needs. The ideal candidate will bring experience in managing incidents, knowledge of ITIL processes, and familiarity with Microsoft technologies. This role offers a hybrid working arrangement and includes a company bonus.

Benefits

Pension Scheme

Company Bonus

Travel Benefits

Qualifications

• Experience within a similar role.
• Ability to effectively manage escalations and major incidents.
• Proficient in ITIL processes and Microsoft technologies.

Responsibilities

• Formulate short- and long-term IT Service Delivery plans.
• Represent Group IT professionally to business and third-party vendors.
• Build and maintain relationships with management and suppliers.
• Monitor service delivery performance against agreements.
• Support budget discussions.

Skills

ITIL processes

Managing major incidents

Working in a fast-paced environment

Microsoft technologies

Job description

Job Overview

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

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