Service Desk Manager (100% remote option) FTC: At the heart of our charity Client’s strategy lies the need to drive changes within the IT department to support the transition to a new technology stack to deliver their data strategy, and to enhance the way they support new and current information systems.

Location: London HQ, hybrid or 100% remote to suit
Contract Type: Fixed Term Contract – 6 months
Hours: 35 hours per week
Pay range: To £46,000 (pro rata) if delivered in London and to £43,000 if performed remotely.

Fundamental to this process is developing better ways of working to improve support of their systems, used for fundraising, memberships management and supporter activities. This is an exciting opportunity for an experienced Service Delivery Manager to design services that deliver optimum value to customers by facilitating faster ticket turnaround, SLA’s, transparency of ticket status and self-service options.

Service Desk Manager – Role description:

This is a 6-month fixed term role to come in and influence how service is delivered in a busy IT Dept. Working closely with their IT and business teams, you will review, provide recommendations, and implement a new service desk, supporting processes and reporting to help them become more effective as an organisation.

Service Desk Manager – The ideal candidate:

You are an experienced Service Desk Delivery manager with excellent people skills, able to bring staff with you on a programme of process, systems, and cultural change. You are confident with improving service desk processes within an application support environment, simplifying complex dependencies to help the team become more effective.

You have implemented and configured service desk systems; identifying and managing risk mitigation tactics to facilitate delivery. You are confident at using ITIL and Continuous improvement frameworks for increasing the quality-of-service delivery, and are experienced with Agile project delivery frameworks.

Service Desk Manager – Responsibilities:

• Implement a support ticketing and delivery tool that improves efficiency of the IT Support team and provides self-service and knowledge management capabilities.
• Implement monitoring and controls that lead to escalations, problem resolution and clearer management reports to improve team efficiency.
• Implementing a “Voice of the Customer” process to identify areas of success and areas of improvement.

Service Desk Manager – Experience expected:

• Proven experience of managing and / or delivering services into a, busy IT Support Desk using ITIL processes.
• Experience of introducing an IT continuous improvements cycle.
• Manage conflicting priorities effectively and putting in place processes to assist team with these.
• Manage delivery using multiple levels of internal support (up to third line support) and third-party support.
• Configure a support desk for an IM department with customer portals, department dashboards and overarching executive reporting.

Service Desk Manager – Preferred qualifications:

• ITIL Foundations
• ITIL Service management is preferred or equivalent experience
• Outstanding communication and inter-personal skills with the ability to clearly communicate with senior management and the board
• High-level of IT literacy
• Project Management qualifications with AGILE

Service Desk Manager – What they can offer you:

• Generous annual leave starting at 25 days plus bank holidays
• Generous pension provision, life assurance and permanent health insurance
• A Cash Healthcare Plan (giving you up to £1,600 towards a range of out of pocket health expenses like new glasses, dentist, chiropractor or osteopath appointments)
• *Early finish Friday and flexible working
• Discounts on gym membership
• Employee assistance programme to give you support on any issues that come up in life