IT Service Manager

Role Overview

• Lead the service desk function, mentor, and manage the team, offering guidance and support to foster high performance and encourage professional growth.
• Full responsibility of IT service desk operations, actively driving resolutions of service desk tickets and requests while ensuring the delivery of exceptional IT service standards across the team.
• Enhance the end-user IT experience by implementing innovative workplace technologies, adopting industry best practices, and collecting regular feedback to understand and address user needs effectively.
• Develop, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to uphold high service quality. Collaborate with stakeholders to continuously improve service metrics.
• Leverage extensive technical expertise to lead by example, providing hands-on troubleshooting support as required and mentoring the IT service desk team members to enhance their technical competencies.
• Set and maintain the standards for the Joiner-Mover-Leaver (JML) process to ensure seamless employee onboarding, internal transitions, and offboarding, while improving the experience through automation.
• Manage IT asset processes to optimize the utilization of hardware and software resources, including lifecycle management.
• Conduct regular weekly team meetings, team performance evaluations, and training sessions to strengthen team capabilities and skills.
• Serve as the final point of escalation and collaborate closely with the Incident Management and Platforms Engineering teams to address and resolve complex issues.
• Utilize metrics and reporting tools to drive performance improvements and demonstrate the value of IT services to the organization.
• Stay informed about industry trends and technological advancements to ensure the organization benefits from cutting-edge solutions and methodologies.
• Proactive approach to identifying potential IT issues and implementing preventative measures to mitigate risks.
• Working independently and autonomously to manage tasks and projects, ensuring their timely and high-quality completion.

Requirements

• A minimum of 5 years of experience in leading and managing IT Support Engineers, adopting a hands-on approach and serving as a point of escalation when required.
• Strong technical expertise, evidenced by previous experience in technical support roles, including proficiency with ITSM tools such as Jira.
• Prior experience in Service Management within a dynamic IT environment, with a sound understanding of and exposure to the ITIL Service Management Framework to ensure the delivery of high-quality services and continuous improvement.
• Exceptional attention to detail, coupled with excellent written and verbal communication skills.
• Proven analytical thinking skills, with the ability to prioritize tasks based on severity and urgency.
• Demonstrated experience in developing, implementing, and reporting on SLAs and KPIs to assess team productivity and performance.
• A collaborative approach, with the ability to work effectively across functional boundaries to address customer-related issues and achieve shared objectives.
• A proactive and self-motivated mindset, with the capability to work independently on projects that contribute to the broader objectives of the function.

Tech Stack

• ITSM

Benefits

• Full onboarding support and continued development opportunities
• Options for flexible working
• Regular social activities
• Pension contributions
• Discretionary bonus scheme
• Private health cover
• Life assurance
• Family friendly policies including enhanced Maternity & Paternity leave