Service Desk Manager

Interviews will be held between 17th-19th January on teams.

Do you have a passion for IT Service Delivery?

Specifically using the ITIL framework to align services to business needs?

We are looking for someone to manage and develop our Technology Service Desk function, taking the lead on our service standards and associated ITSM tools and systems.

Leading our Service Desk team you will be providing our colleagues with first and second line support for their IT service requests and incidents, escalating to the Infrastructure, Applications or Cyber security teams as required. You will also be responsible for the maintenance of our end user hardware and connections and take the lead on the processes for user access management.

We are a busy Technology Services team who provide support to our colleagues with their use of technology at NCHA. We support the applications used to deliver services, the device used to access services and we implement and maintain the systems that comprise the IT infrastructure. A key part of the service is to support our colleagues from across the business with their projects, to implement and change the technology they need to drive the business forward.

Our Service Desk are the first line of support providing telephone, email and in person support to colleagues across the organisation in their use of NCHA Technology.

The best thing about NCHA are the people you are working with, they are all really friendly and passionate about supporting people in our communities. It is great to see the work you do being put to use to help people live better lives. - Quote from current employee

Does this sound like the role for you?

You will be enthusiastic, motivated with a can-do attitude and have up to date knowledge of networking principles and their application in real world computer systems, modern Microsoft operating systems and current Microsoft Office applications. You will be educated to further education level or equivalent in a relevant discipline, or have demonstrable relevant experience. Substantial experience of managing delivery of customer-orientated services in Technology Services and confidence to communicate to a wide range of people across varying levels of the organisation is essential.

A valid UK driving license is desirable but not essential. If you have a passion for providing fantastic IT support services, the apply button is waiting for you!

For a full overview of the role please refer to the Role Profile in the documents tab at the bottom of the page.

Working days and hours:

35 hours per week, Monday to Friday. The Technology Service Team support hybrid working with the expectation two days will be carried out from the office a week.

Please note: All successful candidates will be required to do a presentation prior to the interview.

We may close this vacancy early should we receive sufficient interest.

As an Equal Opportunities and Disability Confident Employer, NCHA welcomes applications from all suitably qualified candidates including those from Black, Asian and minority ethnic groups and disabled candidates. As part of our LGBT + Allies Programme, we also welcome applications from members of the LGBT + community and encourage inclusivity in the workplace. Women and black, Asian and minority ethnic colleagues are currently under-represented in managerial positions and we particularly welcome suitable applications.