Service Desk Manager

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 and Incident Management practice; Build and lead a cohesive team split across multiple geographic locations and manage people effectively, including coaching and developing the team; Work collaboratively with NEC business stakeholders to ensure their needs and customers' needs are understood and met; Measure, monitor and review in scope processes using KPIs and CSFs to ensure they meet business needs and align to IT strategy; Manage and forecast resources, ensuring staff are skilled to appropriate level; Support bid responses and costing, and development of service offerings with business stakeholders to expand capability; Maintain compliance to internal and external audits, supporting ISO standards and Security certifications, including involvement with ISO 20000 audits; Review and verify all documentation is moderated and accurately updated in accordance with document management requirements; Play prominent role in onboarding new services, ensuring teams are prepared for service take-on and understand contractual/business needs; Be aware of business priorities, objectives and drivers to implement continual service improvement strategies; Work closely with Service Delivery Manager and Head of Service Delivery to ensure full ITIL aligned end-to-end service; Ensure appropriate balance between cost of delivery and quality of delivery; Engage with 3rd party organisations as required; Have thorough understanding of strategic vision for the service desk and set long-term direction; Balance and plan short-term and long-term actions of the team; Know and understand relevant industry standards and best practices for service management; Use strong communication skills to be influential and persuasive with stakeholders; Market and promote the service desk and advocate for necessary resources, support, and appreciation; Understand the organisation's and customers' businesses; Think critically about systems and adjust following a continual improvement approach; Manage time effectively while setting the tone for the team through leadership; Ensure all service desk processes are thoroughly documented, consistently audited, and regularly improved; Promote the service desk with senior management and ensure it is viewed as a core business asset

Requirements

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; ITIL v4 Foundation; NPPVL3 + SC clearance required; Candidates must be able to demonstrate a pre-existing right to work and travel within the UK

Nice to have

ITIL v5 Foundation; ITIL v4 Intermediate Qualification

Benefits

Private Medical Cover funded by NEC for Employees (option to add family members at additional cost); 25 days paid holiday with option to buy/sell; 4 x basic salary life assurance cover funded by NEC (option to increase cover at additional cost); Group Pension Plan with employer contributions up to 8.5%; A fantastic selection of flexible benefits to suit individual needs; Employee assistance programme; Free access to LinkedIn Learning with over 15000 courses