Service Desk Manager

London Borough of Havering; London; On-site; GBP 52,000 - 57,000; Full time

Job summary

The London Borough of Havering is seeking a Service Desk Manager to lead the Service Desk team, ensuring effective communication between users and service providers. The role involves managing resources, monitoring budgets, and ensuring high service standards. Ideal candidates will have strong leadership skills and experience in IT service management.

Qualifications

• Experience in leading a busy IT Service or Help Desk.
• Strong leadership skills and the ability to manage and mitigate organisational risk.

Responsibilities

• Managing the day-to-day operations of the first line support function.
• Leading the planning and allocation of resources within the Service Desk team.

Skills

Leadership

Communication

Education

Degree or equivalent work-related attainment

Tools

Service Desk Certification

Job description

Job Description

Service Desk Manager – Grade 9 - £52,584 - £56,646 per annum

About The Job

The main duties and responsibilities of this role are:

1. Providing an effective interface at the highest level between users and service providers, ensuring that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
2. Leading the planning and allocation of resources within the Service Desk team.
3. Monitoring and accounting for expenditure, making early identification of where costs may exceed the planned budget, and providing timely reports to ensure all financial targets can be met.
4. Leading the delivery, implementation, and support of the Council’s values and practices to meet objectives for security, financial prudence, transparency, inclusion, and sustainability.
5. Actively contributing to Council-wide and directorate initiatives to achieve and implement the Council’s priorities and corporate objectives, meeting the user needs of Havering residents and businesses.
6. Acting as the lead officer on a rota basis with other senior managers, ensuring the effective coordination and delivery of support to users, including out-of-hours support where applicable.
7. Managing the day-to-day operations of the first line support function, including work allocation to meet agreed service standards.
8. Allocating responsibilities and assigning work packages to team members, ensuring alignment with their skills and abilities.
9. Regularly monitoring the incidence, status, and speed of resolution of incidents, analysing metrics, and reporting on the performance of the incident management process.
10. Ensuring that all user requests for assistance are handled promptly and effectively to meet agreed service levels.
11. Providing appropriate advice and guidance to users to make effective use of IT and Digital facilities and services.
12. Drafting, agreeing, and maintaining policy, standards, and procedures for the service desk functions.
13. Working with stakeholders to develop and enhance relationships, assess feedback, and address issues.
14. Ensuring the security of information and information systems by enforcing adherence to IT policies.
15. Identifying risks, assisting in risk assessment, managing agreed actions, and monitoring the status of risks on an ongoing basis.
16. Leading, motivating, and inspiring team members, facilitating dialogue regarding expectations, progress, performance, and development needs.

About You

Experience:

The ideal candidate will possess:

• A degree or equivalent work-related attainment or experience.
• SDI’s Service Desk Certification (SDC) or equivalent.
• Expertise in their specialism(s) and an understanding of impact on the broader business and wider customer/organisation.
• Experience in leading a busy IT Service or Help Desk.
• Strong leadership skills and the ability to manage and mitigate organisational risk.

Excellent communication skills, capable of articulating business objectives to both technical and non-technical audiences.

For an informal discussion about the post, please contact [e-mail]

The closing date for the receipt of applications is 19/05/2025, however interest in this job may be high and we therefore reserve the right to close the vacancy early.

You will be notified if your application has been successful. Interview date to be confirmed.

Should you require any help or advice with your online application, please contact the Recruitment Helpdesk on 01708 432770.

Please view Job Profile here

Additional Information

We want everyone to choose Havering. When you apply for a job with us, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. Our residents and service users come from all walks of life, and so do our employees. Find out what it means to Choose Havering.

The London Borough of Havering has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check.

Please attach your supporting statement, explaining in no more than two A4 sides why and how you meet the criteria for this role.

We practice anonymised recruitment. Please ensure that you remove all personal information from any documents that you upload.

About Us

With its excellent transport links into central London, extensive town centre regeneration and the highest concentration of green space anywhere in London, Havering has a unique offer as a place to live, work and visit. By making the most of its position and opportunities, Havering is becoming a hub for start-ups and expanding businesses, as well as construction, logistics, engineering and manufacturing industries.

Find out why you should work for Havering Council.