IT Service Desk Manager

Reed; Newcastle upon Tyne; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading infrastructure company in Newcastle is seeking an IT Service Desk Manager to oversee a national team of service desk engineers. The role includes formulating IT Service Delivery plans and enhancing service performance. Applicants should have significant experience in a similar role and be well-versed in ITIL processes. This position offers hybrid working and various benefits including a pension scheme and company bonus.

Benefits

Pension Scheme

Hybrid working

Company Bonus

Travel Benefits

Qualifications

• Experience within a similar role.

Responsibilities

• Formulate IT Service Delivery plans and identify continuous improvement.
• Represent Group IT to the internal business and IT third party vendors.
• Build and maintain successful relationships with Group IT senior management.
• Develop strategies and solutions to deliver added value to the business.
• Facilitate regular Service Reviews with suppliers according to SLAs.
• Monitor supplier and IT service delivery performance.

Skills

Ability to work in a fast-paced environment

Excellent knowledge of ITIL processes

Experience managing major incidents and escalations

Tools

Microsoft technologies

Job description

One of ourkey 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 engineersalongside 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