Position - IT Service Desk Manager
Salary - £45k-55k base plus benefits
Location - Northampton (5 days per week on site/in office)
Overview
We are working with an ever expanding and growing organisation who are looking to hire an IT Service Desk Manager on a permanent basis in Northampton. The role will fit someone who has worked in fast paced environments offer an A star service to internal stakeholder and users.
* Build and lead a high-performing support team, ensuring KPIs, SLAs, and OKRs are met
* Oversee team performance and development.
* Recruit, train, and continuously improve team capabilities.
* Foster a positive, high-energy work environment.
* Align service expectations with stakeholders to meet business needs.
* Manage 100+ sites up and down the UK with 4000+ users.
* Conduct performance reviews with IT providers.
* Manage service levels and create performance reports.
* Optimize third-party services.
* Oversee major incidents and problem resolution.
* Maintain clear communication during incidents and changes.
* Provide support for incident management and escalations.
* Manage IT onboarding and equipment setup for new starters.
* Oversee secure removal of access and retrieval of equipment for leavers.
* Streamline processes for rapid growth and efficient equipment management.
* Facilitate IT integration of acquired businesses.
* Deliver IT services aligned with ITIL principles.
* Ensure compliance with information security standards.
* Collaborate on software and infrastructure updates.
* Maintain end-user equipment security standards.
* Produce reports for executives and the board.
* Measure customer satisfaction and identify improvements.
* Build strong working relationships across the business.
* Review third-party supplier performance.
What We're Looking For:
* Extensive experience leading a service desk in a multi-site organization, catering to a large user base.
* Strong grasp of ITIL principles and project management.
* Proficiency in using and reporting from helpdesk ticketing systems.
* Effective in managing service levels and performance reporting.
* Positive, high-energy mindset with a focus on continuous improvement.
* Experience in a Microsoft 365 environment and familiarity with niche third-party applications.