IT Service Desk Manager

Reed Technology; North East; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A key infrastructure business based in Newcastle is seeking an IT Service Desk Manager. This role involves managing a team of service desk engineers and delivering IT services across the group. Candidates should have experience in a similar role, strong knowledge of ITIL processes, and the ability to manage incidents effectively. Additional benefits include hybrid working and a company bonus.

Benefits

Pension Scheme

Hybrid working

Company Bonus

Travel Benefits

Qualifications

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

Responsibilities

• Formulate IT Service Delivery plans and work on continuous improvement.
• Effectively represent Group IT to internal and external stakeholders.
• Build long-term relationships with Group IT senior management.
• Identify business challenges and develop solutions.
• Chair regular Service Reviews with business and suppliers.
• Support budget-related conversations.
• Monitor supplier and service delivery performance.
• Develop continuous service improvement plans.

Skills

ITIL processes

Microsoft technologies

Incident management

Fast-paced environment

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 processesExperience working with Microsoft technologies

Benefits include:

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