Service Desk Manager

We are now looking for a Service Desk Manager to join our Technology Services Department in Manchester.

Reporting into the Senior IT Service Manager, the Service Desk Manager will be responsible for the Service Desk operational function within the business. 

This is a hands on role and will require someone with technical ability as well as proven expertise in people management and service improvement.

Key responsibilities:

  • Ensure incident and service request SLA is maintained
  • Production of regular service reports that show adherence to SLA, highlight potential Problems, and service improvement initiatives
  • Serving as an IT support escalation point for operational managers and team leaders
  • Carry out regular service meetings with other operational managers, to help highlight and progress actions and initiatives that will help drive improvements
  •  Management of major incidents
  • Problem Management, root cause analysis, and ensuring actions within the Service Desk area are completed
  • Attendance at a Change Advisory Board as a bridge to the Service Desk
  • Manage and deliver small projects and improvement initiatives where required
  • Engage and offer advice, support, and resource for initiatives and projects led by other Technology Services teams
  • Line management activities, including motivating, mentoring, and coaching the Service Desk directly and via Team Leaders
  • Monitoring and managing support team resource to support business change
  • Ensure end-user IT assets are effectively managed, including budgeting and procurement activities
  • Ensure service transition activities take place for smooth on-boarding of new suppliers and services, which include knowledge and responsibilities for Service Desk are clear
  • Engaging within IT Suppliers, and maintaining a relationship at an operational level
  • Ensure a structured framework is in place to help manage and maintain support knowledge and documentation
  • Deputising for Team Leaders and Snr IT Service Manager, covering some responsibilities where required
  • Maintaining skills and responsibilities for Service Desk to support training, identify gaps, and promote opportunities

Desired experience/skills:

  • Service focused
  • Excellent verbal and written communication skills
  • A high attention to detail
  • A great team worker, who leads by example
  • Ambitious and driven to exceed expectations
  • An analytical mind-set and advanced technical ability
  • Line management experience who can demonstrate some leadership qualities
  • Experience with creating formal process and service reporting documentation
  • An understanding of asset management and budgeting processes
  • Good internal and external stakeholder relationships at an operational level
  • Experienced at managing Major Incidents
  • Experience of acting within ITIL processes
  • Managing small projects and implementing Service Improvement initiatives
  • Technical capability and experience with using current and new technologies

About us:

AJ Bell is one of the fastest-growing investment platform businesses in the UK, with over 418,000 customers using our award-winning platform propositions to manage assets totalling more than £74.1 billion. Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company.

Headquartered in Manchester with an office in central London, we now have 900 employees and have been named one of the Sunday Times ‘100 Best Companies to Work For’ for three consecutive years.

In return for your hard work you will be entitled to:

  • Up to £45k dependent on experience
  • 24 days holiday increasing up to 30 days with service, plus bank holidays
  • Discretionary annual bonus
  • Contributory pension scheme
  • Paid study support for qualifications
  • Enhanced maternity/paternity scheme with length of service
  • Bike loan
  • Season ticket loan portal
  • Discounted PMI and Dental
  • Free gym 
  • Holiday buy/sell scheme
  • Free social events
  • Plus much more
Apply Now