Job Description

To build a fair education for all, we need to unlock the potential in all children - not just some. Together, we're making it happen. Every day, our work takes us closer to a better future. But we need to do more. It's a big challenge - and we need your help to take it on.
As Senior IT Service Manager you will be responsible for leading and managing a high-performing, multi-disciplined service desk and contact centre team. Your role is critical in ensuring the efficient and effective delivery of IT services to both internal and external customers. You will be responsible for overseeing incident management, problem resolution, and service request fulfilment while maintaining a focus on continuous improvement and exceptional customer service. This role requires being on call for mission critical services and emergency duties on Saturdays, Sundays, Public Holidays and Charity Closure Days. This is according to the Charity's Technology Standby Rota.Do you have an excellent ability to cultivate and maintain relationships with senior stakeholders in dynamic environments and are you adept at managing intricate stakeholder dynamics and meeting diverse, evolving needs and expectations? Do you have extensive experience running an IT support function, with a proven track record of developing and delivering a service support strategy and roadmap? Are you proficient at motivating and cultivating a high-performing team, fostering a culture of accountability, excellence, continuous improvement & collaboration? Do you possess strong customer service skills with excellent written and verbal communication with the ability to communicate complex/technical information at all levels? Can you demonstrate a proven history of implementing and enhancing ITIL processes and procedures? Are you qualified in or do you have equivalent experience in Azure , Windows Server, Active Directory, ITIL 4, Project Management, VPNs, M365, SharePoint, Intune, Windows 365, Remote Desktop and JIRA?
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Role tech stack
Microsoft Azure


Jira