IT Service Manager

Trusted Technology Partnership; New Forest; Hybrid; GBP 30,000 - 33,000; Full time

Job summary

A leading IT services provider in the New Forest is seeking an IT Service Manager to oversee operational support services, manage customer escalations, and ensure adherence to KPIs. The ideal candidate must have experience with ITIL best practices, excel in communication and time management, and have a strong customer service focus. This role comes with competitive salary and benefits, as well as opportunities for progression.

Benefits

Company Profit Share

22 days annual leave plus bank holidays

Birthday as additional paid leave

Private Medical Insurance including Dental

Pension Scheme

Free Parking

Progression opportunities

Qualifications

• Experience of working within a managed service provider.
• Some travel to customer sites may be involved.
• Must have a Full UK Driving license.

Responsibilities

• Manage operational running of business-as-usual service support.
• Maintain oversight of incident requests and problem lifecycles.
• Manage customer escalations and priority incident tickets.

Skills

Proactive and innovative approach

Experience with ITIL v3/v4 best practices

Effective time management skills

Strong communication skills

Customer service and problem-solving focus

Confidence and professionalism

Positive, 'can do' attitude

Experience in managing SLAs & KPIs

Job description

Location

Ringwood, Hampshire + Hybrid home working

Salary

30 - 33k DOE + Benefits + Company Profit Share

Hours

37.5 hours per week

The Role

As an IT Service Manager, you will be responsible for managing the operational running of the business-as-usual service support services, including the allocation of duties and tasks, as well as maintaining contractual KPI obligations, customer reporting and acting as an escalation point for both our internal and external customers. You will analyse data and metrics, feeding into the problem management processes, to identify trends, exceptions, and areas for improvement.

• Maintain oversight of incident requests and problem lifecycles, including service level management.
• Interpret data, identifying meaningful trends, uncover problems and highlight opportunities for improvement.
• Management of major incident tickets, ensuring tickets are aligned to the existing processes and lifecycle.
• Responsible for the management of customer escalations.
• Ownership of priority 1 and 2 tickets, following defined processes and ensuring priority tickets are managed through to resolution.

Skills & Experience

• Proactive and innovative approach.
• Experience and knowledge of utilising ITIL v3/v4 best practice.
• Effective time management skills.
• Strong communication skills with all stakeholders.
• Willingness to learn and succeed.
• High motivation with a strong focus on customer service and problem-solving.
• Confidence and professionalism.
• Positive, "can do" attitude.
• Experience of working within a managed service provider.
• Experience in managing SLAs & KPIs.

The role is subject to a standard clear DBS being received. Some travel to customer sites may be involved, so you must have a Full UK Driving license.

The Package

• Company Profit Share (first £3,600 is tax free)
• 22 days annual leave plus bank holidays, increasing with length of service
• Birthday as additional paid leave
• Additional paid leave (dependent on company performance)
• Company Sick Pay Policy
• Pension Scheme
• Private Medical Insurance including Dental
• Free Parking
• Hybrid Working
• Progression opportunities
• Fresh fruit, the occasional pizza and a posh coffee machine!

Trusted Technology Partnership

Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for over 25 years.

We are an Employee Ownership Trust - a growing company. We are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024.

Our core services include support desk, on-site engineering, project management and delivery, storage and logistics, and technical consultancy.

We encourage progression within Trusted Technology Partnership for our colleagues, offering opportunities in other teams and departments. Join our friendly company, where a great team and a positive culture await you.