IT Service Manager

IT Service Manager Worcester -hybrid remote/office base £55,000 - £60,000 10% bonus 7% employer pension ITIL Windows Office365

Are you a collaborative IT Operations, IT Service, or IT Help Desk team manager?

Do you pride yourself on delivering efficient, effective technical support to customers?

Are you familiar with ITIL and SLA's?

An innovative, industry leader in the cloud software space is looking for an IT Service Manager to join them and continue to enable the IT service team to deliver exceptional technical support to internal colleagues and external customers.

You'll be managing a team of 20, with support from two team leaders, and contributing to 1-2-1's, appraisals, and the build of personal development plans for each of your team members. The team is made up of technical infrastructure and support experts from1st to 3rd line, infrastructure engineers, and cloud operations engineers.

This is a technically hands off role and purely focussed on management, leadership, and operational improvement. You'll be instrumental in decision making when it comes to technology adoption and the integration of new tools.

Your key responsibilities will include:

- Day to day operation of the IT Service Desk in line with ITIL
- Accountable for incident management in terms of escalation to other teams and resolution tracking
- Partner with Peers and Managers to collectively develop, maintain and enforce the integrity of all team members, processes and operating responsibilities
- Ensure the team responds to and resolves issues and requests logged within accordance to appropriate SLA’s
- Ensure documentation is produced as necessary, maintained as appropriate and adhered to
- Liaise with third parties/suppliers/customers as appropriate, performing service reviews etc.
- Ensure the support team invests their time in training in order to grow their knowledge and progress the service environment
- Manage and prioritise team work schedules including resource planning, workload monitoring and ticket analysis
- Provide managerial reports Service Desk KPI/SLA’s
- Accountability for Service Management budget whilst having active input into other IT budgets

You'll have:

- Experience of ITIL framework
- Experience of leading and providing first-line or second-line support within a Service Desk or NOC environment
- Knowledge of Active Directory and the use of remote desktop tools
- Network troubleshooting and TCP/IP networking (IP, DNS, routing etc) experience
- Experience with automated monitoring processes and incident management tools
- Knowledge and experience of enterprise infrastructure such as servers, storage etc.
- Broad understanding of PCs, laptops and remote working techniques/devices (mobile/Citrix etc)
- Proven experience with Windows 10/11
- Good understanding of Microsoft 365 services
- Knowledge of Windows server platforms

This role is part of the senior leadership team with clear visibility to the board members. You'll be a personable, technical enthusiast who relishes enabling teams to deliver whilst also having visions to improve and grow your IT Service function.

When you start your role as the IT Service Manager you will collaborate with your manager to build your own personal development plan. Everyone at the business is invested in through training, and strategic growth plans built around your personal ambitions.

In line with a salary of £55,000 - £60,000, as the IT Service Manager you will receive a bonus of 10% of your annual salary, this is based on personal performance through meeting goals and objectives set in your personal development plan. Alongside thisyou'll receive a 7% employer pension contribution and private medical cover.