Service Desk Manager

NECSWS; Tees Valley; Hybrid; GBP 65,000 - 85,000; Full time

Benefits offered by this job

Private medical cover

25 days holiday

4x basic salary life assurance

Job summary

NEC Software Solutions in Hartlepool is seeking a Service Desk Manager to lead the end-to-end Service Desk and Incident Management across multiple locations. You will drive ITIL practices, ensure ISO20000 compliance, and partner with stakeholders to deliver a high-performance IT capability worldwide.

You will manage 4 FTEs directly and a broader team of ~50 across Hartlepool, Chippenham and India, setting direction and coaching for continual improvement and service excellence.

Qualifications

• ITIL v4 Foundation certification is essential.
• NPPVL3 and security clearance required.
• Desirable: ITIL v5 Foundation and ITIL v4 Intermediate Qualification.

Responsibilities

• Develop and own end-to-end Service Desk and Incident Management processes.
• Lead a globally distributed team and coach staff.
• Collaborate with stakeholders to ensure needs are understood and met.
• Measure KPIs/CSFs to align with IT strategy.
• Forecast resources and ensure staff are skilled at the appropriate level.
• Support bid responses and development of service offerings.
• Maintain ISO standards and security certifications and support ISO 20000 audits.
• Onboard new services and plan take-ons with business needs.

Skills

Service desk management

Stakeholder management

Resource management

Customer service

Innovation

Education

ITIL v4 Foundation

NPPVL3 + SC clearance

ITIL v5 Foundation

ITIL v4 Intermediate Qualification

Tools

ISO 20000 audits

Job description

Come join us and make a difference in the world!

The role is office based in Hartlepool with an ability to work 50% of the time remotely.

The Service Desk Manager is a varied, challenging and exciting role. The role is responsible for ensuring the Service Desk and Incident Management processes are not just fit for purpose but pushing the envelope of what is possible, driven by the continually evolving needs of the business. It will involve working closely with both internal and external stakeholders and customers and is targeted with supporting the delivery of a high performance and reliable IT capability worldwide.

Working within the Cyber, Service and Technology (CST) division and reporting to the Head of Service Delivery, the successful candidate will be responsible for delivering IT Service Desk and Incident Management to NEC colleagues and our customers. The role will have direct line management responsibility for 4 FTEs and responsibility for a wider team of ~50 people based in Hartlepool, Chippenham and India. The role is wide-ranging and takes ownership of the design and delivery of the Service Desk and Incident Management processes within NEC. The successful candidate will show strong leadership qualities, ability to problem solve with their teams and work collaboratively with key business stakeholders. The role is responsible for delivering of Services aligned to the ITIL framework and maintaining compliance with ISO20000 and will involve managing multiple distinct service desks.

Responsibilities

• Develop and own the end-to-end processes & delivery within NEC including;
  • Service Desk practice
  • Incident Management practice
• The ability to build and lead a cohesive team split across multiple geographic locations and to manage people effectively. This includes the ability to coach and develop the team.
• Work collaboratively with the NEC business stakeholders to ensure that their needs and the needs of their customers are well understood and met
• Measure, monitor and review in scope processes, using KPIs and CSFs, to ensure they are meeting the needs of our business and align to our IT strategy
• Manage and forecast resources, ensuring our staff are skilled to the appropriate level
• Support bid responses and costing, and the development of service offerings with the business stakeholders to allow us to expand our capability
• Accountable for maintaining compliance to internal and external audits, supporting the maintenance of a number of ISO standards and Security certifications (that rely on Service Management process adherence). Involvement with internal and external ISO 20000 audits.
• Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements
• Play a prominent role in onboarding new services, ensuring the teams are prepared for service take-on and understand the contractual/ business needs for each service and solution implemented
• Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies
• Work very closely with the Service Delivery Manager (Service Management) and Head of Service Delivery to ensure a full ITIL aligned end to end service is available to stakeholders
• Ensure an appropriate balance between cost of delivery and quality of delivery is achieved
• Engagement with 3rd party organisations as required.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• An ability to balance and plan the short-term and long-term actions of the team.
• Knowledge and understanding of all relevant industry standards.
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
• A complete understanding of the organisation’s and our customers businesses.
• An ability to think critically about systems and to make adjustments as needed following a continual improvement approach.
• The ability to manage time effectively while setting the tone for the team through leadership.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.

Extensive service desk management experience in a complex organisational structure.

Strong Stakeholder Management

Resource Management

Possess excellent customer service skills and anability to innovate

Excellent communication and business writing

Working knowledge and experience of the ISO 20000 Service Management Standard

Ability to lead from the front and mentor both direct reports and the wider team to achieve the best they possibly can

Must be able to work closely with the Head of Service Delivery as well as independently.

Qualifications

Essential Qualifications

ITIL v4 Foundation

NPPVL3 + SC clearance required

Desirable Qualifications and Skills

ITIL v5 Foundation

ITIL v4 Intermediate Qualification

Additional Information

We are proud of the benefits we offeremployees of NEC Software Solutions

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/ sell
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• Afantasticselection offlexible benefits to suit your individual needs
• We are an employer who cares, we have ainvaluableemployee assistance programme which can help in every area of your life
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

OTHER INFORMATION

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a DisclosureBarring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.