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Information Technology Service Request Manager

2 months ago

greater manchester, United Kingdom ECS Resource Group Full time

Role: IT Service Request Manager

Location: Wigan (full time on site)

Rate: 40-45’000k


I am looking for an experienced Service Delivery Manager, working for our clients leading Managed Network IT Solutions business.


With ambitious growth plans, this is a new role for an IT Service Request Manager who will be responsible for overseeing the lifecycle of IT service requests, ensuring timely and accurate fulfilment, and maintaining a high standard of customer satisfaction.


In this role, you'll be responsible for overseeing the entire IT request process – everything from system access and hardware deployment to setting up new users and accounts. You'll also have the chance to manage a dynamic IT fulfilment and config team, ensuring smooth operations like picking the right hardware, flagging stock issues, and managing proactive services within SLAs.

You’ll play a key role in improving the request fulfilment process (using tools like Intune and SCCM) and ensuring the team is fully prepared to handle increased demand while maintaining high service standards


Ensuring efficient delivery of support services and availability of infrastructure during core operational times

This role is pivotal in coordinating between end users, IT support teams, and other stakeholders to streamline the request process and resolve issues efficiently. The manager will also play a key role in implementing best practices, driving continuous improvement, and ensuring compliance with the organisation's service management policies and standards.


Key Responsibilities:

  • Manage Service Requests: Oversee IT service requests from logging to resolution.
  • Ensure compliance with SLAs.
  • Handle escalations and coordinate between IT teams, vendors, and customers for prompt resolution.
  • Process Improvement: Analyse trends to enhance efficiency. Implement best practices with the IT Service Delivery Manager. Continuously improve workflows and performance metrics.
  • Collaboration & Communication: Work with support teams to resolve issues quickly. Provide stakeholders with regular updates on high-priority requests.
  • Monitoring & Reporting: Track requests and report on KPIs. Identify service issues or improvements based on volume and resolution data. Offer insights to optimize processes.
  • Customer Satisfaction: Maintain high customer satisfaction by delivering timely, quality service. Collect and assess feedback to drive improvements. Develop clear communication strategies for customers.
  • Tool Management: Maintain ITSM tools (e.g., ServiceNow) for effective tracking and resolution. Train staff and users on tool use.
  • Compliance & Governance: Ensure compliance with internal policies and regulatory requirements. Support audits and enforce security and privacy standards. Stay updated on ITIL best practices.


Experience Require

  • University degree or college diploma in the field of computer science or three years’ equivalent work experience.
  • Previous Service Desk Manager experience.
  • Good knowledge of service and application delivery, as well as successful service level agreement accomplishments.
  • Experience with ITSM tools (Service Now, SCCM, Intune)
  • A very analytical mind, able to tackle a problem from different angles and make decisions quickly. Strong communication and negotiation skills. Advantageous to have good understanding and experience of project management principles.