IT Service Desk Manager

National Autistic Society; United Kingdom; Remote; GBP 39,000; Full time

Job summary

A leading charity for autistic people is seeking a Service Desk Manager to lead a high-performing IT service team. The role involves ensuring exceptional service delivery and improving processes to enhance user experience. Candidates should have strong leadership skills, experience in customer service, and the ability to effectively manage incidents. This is a full-time role based in the UK with a salary of £38,208 per annum and attractive benefits.

Benefits

Auto-enrolled Pension Scheme

25 days annual leave plus bank holidays

Online staff discounts

Healthcare Cash Plan

Life Assurance

Employee Assistance Programme

Global mindfulness app access

Qualifications

• Strong leadership skills to manage the IT service team.
• Experience in customer service and enhancing user experience.
• Ability to manage incidents effectively and communicate with stakeholders.

Responsibilities

• Lead the IT service team to ensure exceptional service delivery.
• Monitor and manage incident queues and resource allocation.
• Oversee major incidents from identification to resolution.

Skills

Leadership

Customer Service

Process Improvement

Incident Management

Job description

Location: Home Based

The National Autistic Society is the UK’s leading charity for autistic people. Since 1962, we’ve been transforming lives, changing attitudes and helping to create a society that works for autistic adults and children. We transform lives by providing support, guidance and practical advice for the 700,000 autistic adults and children in the UK, as well as their three million family members and carers.

Visit our website to find out more about who we are and what we do: https://www.autism.org.uk/

Who we are looking for:

We an opportunity for a Service Desk Manager to join our IT team.

The Service Desk Manager would be responsible for leading and securing a high-performing IT service team, ensuring exceptional service delivery, customer service and continuously improving processes to meet business needs and enhance the end‑user experience.

Key responsibilities include:

• Driving a high-performance culture by leading and motivating a diverse team of desk-based, school-based, and field engineers, fostering a collaborative and innovative environment.
• Working with IT senior leadership team to review processes
• Controlling and monitoring the incident queue, resourcing and prioritising as required
• Taking responsibility for managing major incidents, from allocating roles to managing the group through identification to resolution stages whilst ensuring high quality communication to all stakeholders.

This is for a full-time role, 35 hours per week. The salary for this role is £38,208.00 per annum.

Please click here for a full job description.

How to apply:

• To apply for this role please click the Apply button below.
• When providing a supporting statement, please refer to the job description and person specification and include any information that shows your suitability for the role.

What we can offer you:

• Auto-enrolled Pension Scheme
• 25 days annual leave plus bank holidays
• Excellent induction, training and development programme including training about autism and opportunities to attend our conferences
• Online staff discount scheme for a range of benefits such as cycle to work scheme, season ticket loan & shopping discounts for places such as Asda, Tesco, Sainsburys, Halfords, Nike, Apple and loads more!
• Healthcare Cash Plan
• Life Assurance at 2 x base salary
• A portfolio of fantastic new salary sacrifices benefits and other flexible benefits private health, dental insurance, car salary sacrifice scheme, activity pass, holiday trading, enhanced pension & salary deduct loans (eligibility criteria may apply)
• Access to a 24‑hour Employee Assistance Programme & counselling programme
• Free access to the Headspace App – a global leader in mindfulness and you can enrol up to three friends or family for free!
• Eligibility for a Blue Light Card

About our application process:

When providing a supporting statement, please refer to the job description and person specification and include any information that shows your suitability for the role.

We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.

For some roles, successful applicants will be required to complete the relevant safeguarding checks which will include additional references and criminal background checks.

Applications for this job are sought from anyone who is suitably qualified and experienced for the role but particularly welcome from those with a diagnosis of autism.

The National Autistic Society is committed to safeguarding and promoting the welfare of all children and adults who use our services and as such expects all staff and volunteers to share this commitment. Successful applicants will be required to complete the relevant safeguarding checks.

We are an equal opportunities employer.

NO RECRUITMENT AGENCIES PLEASE