Job Description

Come and join one of the UK's largest independent providers in neuro and mental healthcare. We proudly employ over 4000+ people - no matter what your experience, we have jobs for everyone.
The Service Desk Manager is responsible for coordinating the efforts of the internal and external Service Desk teams, including owning, managing, developing and improving our ITSM process and system capability ensuring fit for purpose best practice across the design, operation and transition ITIL lifecycles.
This role includes relationship management of an outsourced Service Desk, working collaboratively managing and developing existing processes and analysing their effectiveness whilst creating strategies to improve productivity and efficiency. It also encompasses management of Vendors that are in our IT portfolio, and liaising with them to ensure best service delivery at all times in our demanding environment.
This position is full time, remote working with occasional UK travel to sites and offices.
What you'll be doing:

• As part of the IT Leadership team, drive a culture of "raising the bar" across all of IT functions and build relationships to aid effective working across the IT team and the wider business.
• Drive Service Desk KPI's towards achieving "World Class Service" - through coaching the Service Desk in attaining high first call fix resolution, call answering targets and technical understanding through building knowledge, skills and capability in the front-line services team
• Responsible to ongoing measurement and improvement planning for Service Level Management, including management of Suppliers, Engineers and Service Providers to deliver agreed SLAs
• Build and grow IT equipment vendor relationships for procurement purposes
• Act as the lead interface to ensure IT projects are transitioned smoothly into the live environment
• Accountable for IT Service Knowledge Management development and promotion to aid self-fix capability.
• Accountable for effective reporting for Service Operations, with the ability to make data driven recommendations and decisions for IT Leadership, Service Delivery, and Business reports.
• Develop a service improvement plan to mature processes in line with a framework.
• Recommend and implement operating technology and tooling that drives the best User Experience

What you'll have:

• Successful candidates will be required to undergo an Enhanced DBS
• Planning and structuring an IT service desk function
• Managing an IT Support team, including external service desk
• ITIL qualification
• Background in IT services and operations
• Expert analytical and process skills, good technical problem-solving skills
• Ability to work in a fast-paced environment
• Strong customer interaction skills
• Excellent attention to detail
• Excellent organisation and prioritisation skills
• Ability to communicate their subject matter experience to non-technical stakeholders
• Ability to produce high quality documentation

Technical Skills

• Office applications
• Remote deployment
• MFA
• MDM
• Azure AD
• Networks
• Telephony

We also want to ensure that individuals with disabilities are provided reasonable facilities to participate in job applications or interviews to perform essential job functions. To support this, we are a Disability Confident employer.
What to look forward to:

• 25 days plus bank holidays
• Birthday off
• Join the Active Learning Hub and benefit from a wide range of e learning and face to face training and development opportunities
• Active Reward App giving discounts and savings on your weekly shop
• Free 24 hour confidential Employee Assistance Programme Helpline & App to support with legal, health, wellbeing, relationship and consumer advice
• A Nest Personal Pension account
• Access to join a Medicash Health Plan for you and your family to save money on everyday health essentials - like going to the dentist or opticians
• We recognise outstanding Active Behaviours via the Active Awards programme
• Enhanced Sick & Maternity Pay benefits
• Refer a Friend Scheme and earn yourself up to 1000 by recommending someone you know
• ......and, of course, the support and guidance of our qualified clinical and business leadership teams so that you can really develop your career with Active Care Group

Skills Required