Service Desk Manager

Join Our Team and Make a Difference!

Are you ready to take on a challenging and exciting role that truly impacts the world? At NEC Software Solutions, we’re looking for a Service Desk Manager to join our dynamic team in Hartlepool. This is your chance to lead a high-performance IT capability that supports vital public services globally!

Your Role

As the Service Desk Manager, you will:

• Drive the evolution of our Service Desk and Incident Management processes, ensuring they are not just fit for purpose but exceed expectations.
• Collaborate closely with internal and external stakeholders to deliver reliable IT services worldwide.
• Lead a dedicated team of 4 FTEs and oversee a wider team of approximately 50 across Hartlepool, Chippenham, and India.
• Own the design and delivery of Service Desk and Incident Management processes aligned with ITIL and ISO20000 standards.

Your Responsibilities

In this role, you will:

• Develop and manage end-to-end processes for Service Desk and Incident Management.
• Build and lead a cohesive team across multiple locations, fostering a culture of coaching and development.
• Work collaboratively with stakeholders to understand and meet their needs.
• Measure and review processes using KPIs and CSFs to ensure alignment with our IT strategy.
• Manage resources effectively, ensuring staff are skilled and prepared for service delivery.
• Support bid responses and develop service offerings to expand our capabilities.
• Maintain compliance with internal and external audits, including ISO standards.
• Play a key role in onboarding new services, ensuring teams are ready for service take-on.
• Implement continual service improvement strategies based on business priorities.
• Engage with third-party organizations as needed.

What We’re Looking For

To thrive in this role, you should have:

• Extensive service desk management experience in a complex organizational structure.
• Strong stakeholder 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.
• The ability to lead, mentor, and inspire your team.
• ITIL v4 Foundation certification (NPPVL3 + SC clearance required).

Why Join Us?

At NEC Software Solutions, we care about 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.
• Life assurance cover funded by NEC (with options to increase).
• 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.

Who We Are

We’re part of the global tech giant NEC Corporation, and our software is making a real difference in the world. From dispatching ambulances to supporting families and keeping trains running, our work impacts lives every day. Join our team of over 3,000 employees and help us push the boundaries of what’s possible!

If you’re ready to make a difference and grow your career with us, we’d love to hear from you!

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. We are committed to ensuring an inclusive and accommodating experience for all candidates.