IT Service Desk Manager

Here at Stonewater, we are seeking an IT Service Desk Manager to be responsible for managing and supporting the frontline IT service team. Managing both the IT Service Desk and Field Engineers to deliver a first-class service experience across the organisation, you'll make sure customer incidents and requests are resolved efficiently, new colleagues are onboarded smoothly, and IT assets are tracked and managed effectively. Your focus will be on creating a high-performing, customer-focused service that reflects our values and delivers on our customer promise.

You'll ensure that strategic projects and initiatives are effectively onboarded into IT operations and continually review the processes used to deliver services to ensure that they are fit for purpose and are aligned with our strategic vision of service delivery, using customer insight and feedback to shape future services.

Working closely with business stakeholders and IT teams, you'll champion Continual Service Improvement (CSI), managing the incident and request process, and ensuring performance remains consistently high. You'll also play a key role in asset management, desktop incident prevention, and maintaining robust replacement cycles for hardware.

As part of your responsibilities, you'll coordinate our response to cyber incidents, oversee remediation and documentation, and deputise for the Service Delivery Manager on change management and escalation processes. You'll also ensure that emerging risks identified through the service team are communicated effectively to our Security and Governance team.

You'll bring operational, hands-on experience of managing and improving IT service portfolios, alongside strong technical knowledge of Windows Active Directory and Group Policy, Endpoint and Email Protection, Vulnerability Management, and Device Management using MS Intune and PatchMyPC. You'll also have a proven track record in developing and managing SLAs, KPIs, and SAPs.

Our ideal candidate will…

• Have experience in a customer facing IT Service role.
• Hold a recognised IT or IT Service certification such as ITIL, SDI, or equivalent.
• Have management experience of leading IT Service Desk and IT Field Engineering teams covering a national user base.
• Have excellent communication, influencing and persuading skills.
• Have proven technical experience in IT operations & IT Service Management.
• Have broad based technical knowledge to facilitate triaging of incidents and requests.
• Have strong analytical and problem-solving skills, able to systematically break down complex issues and tasks into manageable pieces.
• Be skilled in root cause analysis and able to pull together disparate technical specialists to get solutions to problems impacting IT Service Operations.
• Have excellent documentation skills, capable of creating user documentation and standard operating procedures where required.
• Be able to always present ideas in business-friendly and user-friendly language.
• Have experience of managing and developing teams including recruitment and performance

Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.

Discover Stonewater:

Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

Our mission is to provide quality homes and services for people whose needs are not met by the open market.

We're looking for like-minded people to join our team of over 900 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people's lives.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.

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