IT Service Desk Manager

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.