Service Desk Manager

Association of Association Executives; London; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

The Royal College of Radiologists seeks a Service Desk Manager to oversee IT service desk operations, ensuring high standard support and effective training. As an integral part of our mission to advance healthcare, you will lead a team dedicated to delivering exceptional user experience, manage IT incidents, and contribute to strategic improvements in our services.

Benefits

Generous Annual Leave Allowance

Excellent Pension Scheme

Interest-Free Season Ticket loan

Cycle to Work Scheme

Qualifications

• Demonstrable experience of managing an IT Service Desk.
• Strong experience in maintaining and customising an IT Service Management platform.
• Advanced knowledge of Windows 10 Pro and Microsoft 365 applications.

Responsibilities

• Lead and develop the Service Desk Team.
• Manage the day-to-day operation of the IT Service Desk.
• Provide IT support for onsite examinations.

Skills

Team leadership

Customer management

Problem-solving

Communication

Education

ITIL v3 and v4 Foundation

CompTIA A+ or equivalent

Microsoft 365 Certified: Fundamentals

Job description

Royal College of Radiologists (RCR) is the leading professional membership body for clinical radiologists and clinical oncologists, and a registered charity that educates and supports doctors throughout their careers. With over 14,000 members in the UK and internationally, together we’re contributing to advancing each new generation of doctors and helping improve patients’ lives.

We require a broad range of skills and experience to deliver our strategic goal of increasing the clinical radiology and clinical oncology workforce, which will ultimately lead to improving imaging and cancer care services for all. If our strategy and values inspire you, and you are passionate about helping us meet our ambitious goals in an environment that celebrates differences, values diversity, and recognizes that everyone here plays a role in the success of the College, then we encourage you to consider a career at the RCR.

About the role

The Service Desk Manager (SDM) is responsible for providing the day-to-day management of the IT Service Desk operation to ensure that the College’s users’ needs are being met to the highest standard. Reporting to the Head of IT, you’ll work together to ensure that the Service Desk is focused on its mission to provide a high standard of technical support and customer satisfaction.

The Service Desk Manager is also responsible for IT-related incident management, ensuring that incidents are resolved efficiently ensuring the College can function effectively and recover promptly from service interruptions. This is in addition to developing proactive improvement plans using Service Desk KPI data and stakeholder feedback to inform such plans.

You will achieve these objectives by applying good judgment and taking a pragmatic approach in your decision-making. You will ensure that effective training and guides are available to College users to minimise the risk of avoidable issues, and recommend solutions that balance user needs, security, and cost to optimise the IT service delivery.

Responsibilities

Service Desk Team Management:

• Lead, motivate, performance manage, and develop the Service Desk Team in accordance with RCR policies and the Scheme of Financial, Contractual, and HR Delegation.
• Promote effective communication between members of the Service Desk Team of the wider Business and Resources Directorate and other relevant members of RCR staff and stakeholders.
• Manage records (attendance and absence) of direct reports using the RCR’s electronic HR system.
• Ensure the team delivers excellent and reliable services to all users engaging with the organisation.
• Train, mentor, and develop the Service Desk Support Coordinators with the support of the Head of IT. Set, monitor, and drive the delivery of objectives that further the quality of IT service delivery and the organisational priorities.

Service Desk Function:

• Managing the day-to-day operation of the IT Service Desk, ensuring that priorities are handled appropriately, and that established processes are being followed consistently and are working as expected.
• Create and maintain appropriate standard operating procedures (SOPs) and service level agreements (SLAs), ensuring they are available for the team and kept up to date with best practice and internal system changes.
• Acting as a point of escalation for technical issues that are beyond the knowledge or remit of the Service Desk Support Coordinators and providing hands-on support for such issues to ensure they are resolved in a timely manner.
• Managing the day-to-day priorities and forward planning of the Service Desk Support Coordinator.
• Ensuring that Service Desk processes follow ITIL best practices.
• Supporting the delivery of technology-related projects as necessary.
• Provide Audio-Visual and Video Conference support across the College’s meeting spaces as needed.
• Working closely with the Service Desk team to maintain and update the IT Service Management (ITSM) platform and its components (Asset Database, Knowledge Base, workflows, etc.).
• Ensure that an excellent level of service is provided to all users and that IT enables efficient and effective working across the College.
• Utilise data from service desk tools and other sources to ensure that proactive steps are taken to minimise issues arising, the level of service desk calls, and to improve the standard of IT service delivery.

Service Quality and Performance:

• Proactively reviewing and identifying areas of IT service delivery that can be improved, particularly through automation.
• Keeping abreast of emerging technologies and techniques, creating a business case for implementation of relevant new technologies and techniques to the Head of IT to support the delivery of the College’s strategic objectives.
• Collaborating with stakeholder groups to develop new Service Desk processes or improve existing ones.
• Establishing, in liaison with the Head of IT, KPIs to measure Service Desk performance. 20. Ensuring internal Service Level Agreements (SLAs) are being met.
• Ensuring all College IT Assets are appropriately tracked.
• Undertake regular customer feedback surveys and implement actions as required.
• Liaison with RCR’s service desk and other IT service suppliers to ensure that contracts and services are delivered to high standards and deliver good value.

Examinations Support:

• Be responsible for supporting all technical aspects of the College’s on-site examinations delivery (including outside of normal business hours where required).
• Assist with the on-site set-up and testing of IT equipment and software needed for examinations.
• Provide technical support and guidance to College examiners.
• Design rotas within the Service Desk Team to ensure the continuity of support throughout exam sittings.

Communications and Engagement:

• Build and maintain strong relationships with key stakeholders, ensuring clear communication and collaboration.
• Create and send effective communication that provides users with updates and secures their engagement with system, service, process, and policy changes.
• Garner input from customers (including Examiners) and other key stakeholder groups to feed into required communications and developments.

General:

• Support the College’s sustainability policies to reduce its carbon footprint.
• Maintain and manage records in accordance with RCR’s data protection policy and guidance.
• Maintain documentation on all activities carried out.
• Undertake such duties appropriate to the level of the postholder’s experience as may be required, as directed by the Head of IT.

Internal Relationships:

• IT department team members.
• All College colleagues (staff) and Officers.

External Relationships:

• Key technology suppliers and partner organisations.

Knowledge, Qualifications & Experience:

• Demonstrable experience of managing an IT Service Desk.
• ITIL v3 and v4 Foundation qualification or equivalent IT Service Management experience. CompTIA A+ and Microsoft 365 Certified: Fundamentals or equivalent experience.
• Strong experience in maintaining and customising an IT Service Management platform (including defining process workflows), producing reports to monitor service delivery via KPIs.
• Advanced knowledge of Windows 10 Pro or Windows 11 Pro, Microsoft 365 applications, SharePoint Online, and general PC support.
• Good practical understanding of Information Security principles.

Skills and Abilities:

• Accurate use and understanding of English.
• Strong team leadership and motivation skills.
• Strong people management skills focused on customer management and relationship building.
• Excellent interpersonal, oral, and written communication skills, an accurate use and understanding of English, and good presentation skills, including the ability to provide support and guidance to non-technical colleagues across the College.
• Ability to listen to and understand the needs of stakeholders, shape expectations around service delivery from a non-IT perspective, and explain complex issues clearly verbally and in writing, with the ability to adapt style to different audiences.
• Strong critical thinking skills, able to identify workarounds and resolutions where documentation is not already present, and the ability to challenge ways of working and identify improvements and suggest solutions to problems.
• Excellent problem-solving and decision-making skills, with the ability to handle a high volume of detail.
• Generous Annual Leave Allowance
• Excellent Pension Scheme
• Interest-Free Season Ticket loan
• Cycle to Work Scheme

Conditions of employment

• You must have the right to work in the UK

Working locations

• Hybrid model, working in the London office and remotely
• Please send an email to [e-mail] with your CV and 1 page of a cover letter, Full Name, Role, and a completed Diversity Monitoring Form.

Interviews

• Shortlisted candidates will be invited to attend first-stage interviews on 23rd June 2025
• Selection interviews are scheduled for 30th June 2025 and will take place on-site at our central London office.
• Diversity means better ideas, better solutions, and more innovation. That’s why one of our key priorities is ensuring our workforce reflects our communities. We’re committed to creating an inclusive workforce and working environment for us all to enjoy, where everyone can bring their whole self to work to create change and reach new heights of creativity.

The job vacancy information provided here is from third-parties and the AAE can not guarantee the accuracy of the information.