Service Desk Manager

NEC Software Solutions; Tees Valley; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Private Medical Cover

25 days holiday

Life Assurance

Group Pension

Flexible Benefits

Employee Assistance

LinkedIn Learning

Job summary

NEC Software Solutions in Hartlepool is seeking a Service Desk Manager to lead IT service delivery and incident management across multiple sites. The role involves managing ~50 staff, ensuring processes align with ITIL and ISO standards, and collaborating with stakeholders globally.

The ideal candidate will drive continual service improvements, mentor teams, and balance cost with quality while reporting to the Head of Service Delivery in a dynamic CST division.

Qualifications

• Extensive service desk management experience in a complex organisational structure.
• Strong Stakeholder Management.
• Resource Management.
• Possess excellent customer service skills and an ability to innovate.
• Excellent communication and business writing.
• Working knowledge of ISO 20000 Service Management Standard.
• Ability to lead from the front and mentor both direct reports and wider team.
• Must work closely with Head of Service Delivery and independently.

Responsibilities

• Develop and own end-to-end service desk delivery within NEC.
• Oversee Service Desk and Incident Management practices.
• Build and lead a geographically dispersed team and coach staff.
• Collaborate with business stakeholders to align services to needs.
• Measure and review processes with KPIs and CSFs.
• Forecast resources and ensure staff are trained to the right level.
• Support bids and develop service offerings with stakeholders.
• Maintain compliance with ISO standards and security certifications.

Skills

Service desk management

Stakeholder management

Resource management

Customer service

Communication

Education

ITIL v4 Foundation

NPPVL3 + SC clearance

Job description

Company Description

Come join us and make a difference in the world!

Discover more at www.necsws.com

Job Description

The role is office based in Hartlepool.

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.

Essential Skills

Extensive service desk management experience in a complex organisational structure.

Strong Stakeholder Management

Resource Management

Possess excellent customer service skills and an ability 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.

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 offer employees 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%


• A fantastic selection of flexible benefits to suit your individual needs


• We are an employer who cares, we have a invaluable employee 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 Disclosure Barring 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.