Service Desk Manager

Neath Port Talbot County Borough Council; Wales; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid working options

22.4% employer pension contribution

25 days holiday (increasing to 32 after 5 years)

Discounted gym membership

Cycle to work scheme

Car purchasing scheme

Exclusive discounts at retailers

Job summary

A local government authority in Wales is seeking a motivated Service Desk Manager to lead a growing team within the Digital Services Division. The role is pivotal in promoting continuous improvement and ensuring the reliability of essential digital services. Applicants should have experience in managing Digital Service Desk operations, developing service performance measures, and customer service management. This position offers hybrid working options and a comprehensive employee benefits package including pension contributions and holiday entitlements.

Qualifications

• Experience in running a successful Digital Service Desk Operation.
• Experience in the development and implementation of service performance measures.
• Experience in developing, negotiating and implementing customer and/or supplier service level agreements.
• Experience in driving continual service improvement.
• Experience in customer service management.

Responsibilities

• Oversee a dynamic and growing team within the Digital Services Division.
• Promote continuous improvement and embed IT Service Management culture.
• Ensure the Digital Services Division runs a stable and reliable set of digital products and services.

Skills

Leadership skills

Customer service management

Service performance measures

Implementation of service level agreements

Driving continual service improvement

Job description

We are currently seeking a highly motivated individual, with strong leadership and customer focused skills, to join our team as a Service Desk Manager. Digital Operations is at the forefront of providing robust technical support and transformational development for essential, underpinning services including virtualisation technologies, SAN/Cloud Storage Platforms, and Azure/O365. Our team is dedicated to ensuring the seamless operation and reliability of these core services, which are vital to all service areas throughout the council.

Working at Digital Operations offers a unique and rewarding experience. Our environment fosters growth, innovation, and collaboration, making it an ideal place for people who are passionate about technology and eager to contribute to cutting-edge solutions.

As a Service Desk Manager, you will oversee a dynamic and growing team within the Digital Services Division during a period of rapid growth and change. Promoting continuous improvement and embedding an IT Service Management culture, the post holder will be pivotal in ensuring the Digital Services Division runs a stable and reliable set of digital products and services.

About you:

Do you have:

• Experience in running a successful Digital Service Desk Operation
• Experience in the development and implementation of service performance measures
• Experience in developing, negotiating and implementing customer and/or supplier service level agreements
• Experience in driving continual service improvement
• Experience in customer service management

About us:

We believe in rewarding and recognising our colleagues’ efforts and achievements. We also believe that there’s life at work and life outside of work. We want everyone to be healthy and happy and have the financial resources and support they need.

Choose to work for us and you’ll be rewarded with a range of attractive benefits and support to help you live your best life.

• Hybrid working (in some roles) and flexible working schemes to improve your work life balance
• Benefit from a competitive employee package with a remarkable 22.4% employer pension contribution
• Enjoy a holiday entitlement of 25 days, increasing to 32 days after 5 years’ service (not forgetting the additional 8 bank holidays too)
• Access discounted gym membership with Celtic Leisure
• Utilise the cycle to work scheme with up to 40% off bikes and cycling equipment
• Purchase a new car through Tusker salary sacrifice scheme
• Enjoy exclusive discounts at local and national retailers with the Smart Spend app through our staff wellbeing group.

If you would like to start a rewarding career with a company that values and invests in its employees and you have the necessary experience and qualifications, this could be your dream job and we would love to hear from you.

For more information and to apply please visit https://www.npt.gov.uk/jobs

DBS requirements:

• This post is subject to a basic DBS disclosure

Neath Port Talbot Council is totally committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expects all staff and volunteers to share this commitment. Our schools/employees are equally committed to ensuring the safety and protection of all children and young people/vulnerable adults and will take action to safeguard their wellbeing.

The recruitment process for this post will be underpinned by rigorous safer recruitment assessment to ensure that children and young people are protected.

Welsh Language Requirements:

Welsh Language skills are not required.

Additional Information:

Applications may be submitted in Welsh, applications submitted in Welsh will not be treated less favourably than an application submitted in English.

We offer a guaranteed interview scheme for candidates who have a disability and armed forces veterans.

In support of employees of Tata Steel who are at risk of redundancy, or have been made redundant in 2024, Neath Port Talbot Council is offering a guaranteed interview for jobs across the Council. Applicants must meet the essential criteria for the post to qualify for this. If you are or going to be affected by the job losses at Tata Steel then we would welcome an application from you. Just make it known on your application form that you are currently at risk of redundancy or you have been made redundant.