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 support vital public services, and we want you to be a part of it!
About the Role
Located in the vibrant town of Hartlepool, the Service Desk Manager position is not just a job; it’s an exciting opportunity to lead a dynamic team and drive innovation in IT service delivery. You’ll be at the forefront of ensuring our Service Desk and Incident Management processes are not only effective but also pioneering in meeting the evolving needs of our business.
As part of the Cyber, Service and Technology (CST) division, you will report directly to the Head of Service Delivery. Your leadership will guide a dedicated team of 4 FTEs and oversee a wider team of approximately 50 professionals across Hartlepool, Chippenham, and India. This role is all about collaboration, problem-solving, and delivering high-performance IT capabilities worldwide.
Your Responsibilities
- Lead and Innovate: Develop and own the end-to-end processes for our Service Desk and Incident Management practices.
- Team Building: Build and lead a cohesive team across multiple locations, coaching and developing talent.
- Stakeholder Engagement: Collaborate with business stakeholders to understand and meet their needs effectively.
- Performance Monitoring: Measure and review processes using KPIs and CSFs to align with our IT strategy.
- Resource Management: Forecast and manage resources, ensuring staff are skilled and prepared.
- Compliance and Audits: Maintain compliance with internal and external audits, supporting ISO standards and security certifications.
- Documentation: Ensure all documentation is accurate and up-to-date.
- Service Onboarding: Play a key role in onboarding new services, ensuring teams are ready for implementation.
- Continuous Improvement: Implement strategies to enhance service delivery based on business priorities.
- Collaboration: Work closely with the Service Delivery Manager to ensure a fully ITIL-aligned service.
- Strategic Vision: Understand and set the long-term direction for the service desk.
What We’re Looking For
Essential Skills
- Extensive experience in service desk management within complex organizational structures.
- Strong stakeholder management and resource management skills.
- Excellent customer service skills with a knack for innovation.
- Outstanding communication and business writing abilities.
- Working knowledge of the ISO 20000 Service Management Standard.
- Proven leadership skills to mentor and inspire your team.
Qualifications
- Essential: ITIL v4 Foundation, NPPVL3 + SC clearance.
- 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
We are committed to inclusivity and welcome applications from all communities. If you require any reasonable adjustments during the recruitment process, please let us know.
Who We Are
As part of the global tech giant NEC Corporation, our software solutions are 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’d love your help, and we’ll support you every step of the way!
