IT Service Management Lead

2 weeks ago


Redhill, United Kingdom Smart Recruit IT Full time
IT Service Management Lead

We are looking for an experienced professional to lead our IT service management efforts. As the IT Service Management Lead, you will be responsible for ensuring the delivery of high-quality support services across key business-critical applications.

This role requires a strong leader who can manage the activities of the support team, including IT Level 1 Service Desk, IT Level 2 & 3 Support, Business Support, Data & Analytics, and Development/Application Software Support. You will work closely with Infrastructure, Security, Development, and Solution Architecture teams to provide a seamless support experience.

The ideal candidate will have experience in project management, specifically managing IT changes, as well as proficiency in IT systems (e.g., Windows/Client Systems). They should also have demonstrable project management experience (e.g., PMP, Prince2) and exposure to ITSM tools (e.g., ServiceNow, Jira). Bonus points for having Program Management Office (PMO) reporting experience.

We offer a competitive salary range of £35,000 - £40,000 + Company Benefits, including 25 days holiday, hybrid/flexible working, private medical insurance, workplace pension, ride to work scheme/season ticket loans, and excellent career path with training and development opportunities.

In this role, you will be responsible for:
  • Implementing formal problem management and change control systems
  • Managing communications with stakeholders and users on service complaints, performance, issues, and resolutions in conjunction with the Service Desk
  • Managing the activities of the support team: IT Level 1 Service Desk, IT Level 2 & 3 Support, Business Support, Data & Analytics, and Development/Application Software Support

We value diversity and inclusion, and we encourage authenticity in employer branding. Our goal is to create an inclusive environment where talent development is celebrated.

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