Senior Hybrid IT Service Desk Manager

Ofgem; Greater London; Hybrid; GBP 45,000 - 54,000; Full time

Benefits offered by this job

Hybrid working

Central London offices

Civil Service Pension

Training and development opportunities

Work-life balance policies

Collaborative culture

Job summary

Ofgem is seeking an IT Service Desk Manager based in London with hybrid working (1 day a week in the office, 20% hybrid). You will lead delivery of first- and second-line IT support, manage a team, and drive service improvement to ensure reliable, secure digital services across the organisation.

You will embed ITIL processes, manage performance against SLAs/KPIs, and engage with internal stakeholders and external suppliers.

Qualifications

• Extensive experience leading enterprise IT service operations.
• Proven ability to manage performance against SLAs/KPIs.
• Strong grasp of ITIL processes and service management best practice.
• Ability to analyse data and drive service improvements.
• Excellent stakeholder engagement and communication skills.

Responsibilities

• Lead the delivery of Service Desk operations across sites.
• Develop and mentor a team of Service Desk analysts.
• Monitor and improve service performance against SLAs and KPIs.
• Embed ITIL best practices across Incident, Request and Problem Management.
• Drive continual service improvement using data and feedback.
• Oversee rota planning for hybrid and on-site support.

Skills

Leadership

ITIL

Service Delivery

Stakeholder Engagement

Data Analysis

Supplier Management

Education

ITIL v4 Foundation

Job description

Ofgem is seeking an IT Service Desk Manager based in London with hybrid working (1 day a week in the office, 20% hybrid). You will lead delivery of first- and second-line IT support, manage a team, and drive service improvement to ensure reliable, secure digital services across the organisation.

You will embed ITIL processes, manage performance against SLAs/KPIs, and engage with internal stakeholders and external suppliers.