Service Desk Manager
Join Our Team at NEC Software Solutions!
Are you ready to make a real difference in the world? At NEC Software Solutions, we’re on a mission to enhance public services and improve lives. Join us and be part of something bigger!
About the Role
We’re looking for a passionate Service Desk Manager to join our dynamic team in Hartlepool. This is not just a job; it’s an exciting opportunity to lead and innovate in a role that is both challenging and rewarding.
As the Service Desk Manager, you will be at the forefront of ensuring our Service Desk and Incident Management processes are not only effective but also pioneering. You’ll collaborate with internal and external stakeholders to deliver high-performance IT capabilities worldwide.
Your Responsibilities
- Lead and Innovate: Develop and own the end-to-end processes for Service Desk and Incident Management.
- Team Leadership: Build and manage a cohesive team across multiple locations, coaching and developing talent.
- Stakeholder Collaboration: Work closely with business stakeholders to understand and meet their needs.
- Performance Monitoring: Measure and review processes using KPIs to ensure alignment with our IT strategy.
- Resource Management: Forecast and manage resources to ensure staff are skilled and ready.
- Compliance Management: Maintain adherence to ISO standards and support audits.
- Documentation Oversight: Ensure all documentation is accurate and up-to-date.
- Service Onboarding: Prepare teams for new services and understand contractual needs.
- Continuous Improvement: Implement strategies to enhance service delivery.
- Engagement: Collaborate with third-party organizations as needed.
What We’re Looking For
Essential Skills:
- Extensive experience in service desk management within complex organizations.
- Strong stakeholder management and resource management skills.
- Excellent customer service and innovative thinking.
- Outstanding communication and business writing abilities.
- Working knowledge of ISO 20000 Service Management Standard.
- Proven leadership skills to mentor and inspire your team.
Qualifications
Essential:
- ITIL v4 Foundation
- NPPVL3 + SC clearance required
Desirable:
- ITIL v5 Foundation
- ITIL v4 Intermediate Qualification
Why Join Us?
At NEC Software Solutions, we value our employees and offer a range of fantastic benefits:
- Private Medical Cover funded by NEC (with options for family members).
- 25 days of paid holiday with the option to buy/sell.
- 4x basic salary life assurance cover funded by NEC.
- A Group Pension Plan with employer contributions up to 8.5%.
- A selection of flexible benefits tailored to your needs.
- Access to an invaluable employee assistance program.
- Free access to LinkedIn Learning with over 15,000 courses.
Additional Information
All candidates must demonstrate a pre-existing right to work and travel within the UK. Offers are subject to satisfactory vetting and reference checks, and a Disclosure Barring Service (DBS) check may be required.
Our Commitment to Diversity
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments during the recruitment process, please let us know. We are dedicated to ensuring an inclusive experience for all candidates.
Who We Are
We’re NEC Software Solutions, part of the global tech giant NEC Corporation. Our software is making a difference every day—dispatching ambulances, supporting families, and enhancing public services. Join our team of over 3,000 employees and help us push the boundaries of what’s possible.
We work with governments, hospitals, police forces, and more, enabling them to deliver faster and better services. Together, we can make a world of difference.
We’d love your help, and we’ll support you every step of the way!
