Service Desk Manager

Posted 13 October by StepChange

We have an exciting opportunity for an experienced Service Desk Manager to join us. You will be responsible for providing effective leadership and management of the service desk team in pursuit of excellence, by providing technical guidance and visible leadership within the IT function, request and problem management, continuous improvement, and quality standard service level agreements.

What you will be doing:

  • Establish and implement best practices throughout the entire technical support process in-line with our ITIL aligned processes, owning incident, service request fulfilment and problem resolution as a priority
  • Develop daily, weekly, and monthly reports on performance and process for IT functional use and business level reporting
  • Ensure effective quality management and delivery of end user services, ITIL processes and reporting of those services ensuring they are communicated and delivered in a timely, effective manner
  • Assist the IT Operations Management team in supplier management and effective performance management of supplier services
  • Act as an escalation point for support desk colleagues for incidents, major incidents, end users and at times, our out of hours support function, working with appropriate stakeholders
  • Co-ordinate the IT resources required to support the technical elements of internal departmental moves and floor re-configurations


What we want from you:

  • Proven supervisory or leadership qualities
  • Proven experience in a Service Desk Manager or Service Delivery Manager capacity (a demonstrable record of service delivery, operational service improvement and management)
  • Experience of Supplier Management, reporting and performance across a broad supplier base
  • Proven supervisory or leadership qualities
  • Effective communication and interpersonal capabilities
  • Proven incident, problem, data analysis and reporting


What we offer you:

  • 24 days annual leave (this increases by one day per year up to a maximum of 29), plus bank holidays
  • Hybrid work - the ability to work from home and from our new offices
  • An individually tailored personal development plan and ongoing training
  • The opportunity to buy and sell annual leave
  • Use of a Charity laptop and headset for working from home
  • Travel season ticket loans
  • Discounted car parking
  • Cycle-to-work scheme
  • Group personal pension scheme
  • Westfield Health cash plan
  • Employee assistance programme
  • Financial planning
  • Long service awards
  • Free tea and coffee in the office


About us:

At StepChange we provide the UK's most comprehensive debt advice service. Hundreds of thousands of people come to us for help every year. Some are at crisis point and many don't see a way out. We help them to find a way out of their debt problems. We don't judge people, we provide the support, guidance and solutions that are needed. Whatever the situation we'll look for practical solutions that make our clients' lives better.

Required skills

  • ITIL
  • manager
  • 'service desk'
  • 'service delivery'

Reference: 44360170

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