IT Service Desk Manager

Service Desk Manager
Based: Onsite with our client, Central London
Type: Full-time
Salary: £45-55k
Eligibility: You must be eligible to work in the UK

Would you like to make an impact at a successful tech company whose vision is to be the No. 1 provider of Managed IT Services to the UK non-profit sector? Would you like the opportunity to help charities accelerate their missions and make a difference in the world through better use of technology?

We are expanding our team and seeking a Service Desk Manager who will enjoy building up genuine and lasting relationships with our clients. This role will be customer facing, with matrix management of the customer’s own Service Desk team.

You will be leading and managing their Service Desk end-to-end, overseeing daily operation of the Service Desk, ensuring adherence to their SLA, working closely with Service Delivery colleagues on continual improvements, helping to improve their knowledgebase & documentation maintenance, coordinating Major Incident responses and feeding into Problem Management – with the full support of your Smartdesc colleagues.

The role offers the chance to show off your interpersonal, analytical and service delivery skills as you help implement Continual Service Improvement plans at a large charity. It’s perfect for anyone with a passion for technology who is excited by the prospect of working closely with clients to positively impact their IT Service Delivery.

Skills & Experience Required

• The role is appropriate for an individual who has experience as a Service Desk Manager and works within the ITIL framework
• The ability to work with independence within the agreed desired outcomes
• The ability to influence within a matrix structure
• Experience in excellent customer service and customer rapport building, including the identification of key stakeholders
• A desire to work within the not-for-profit sector, working closely with charities delivering much needed services to beneficiaries
• Experience working within health care beneficial
• Experience in working with technical and non-technical business personnel at various levels, articulating technical and service delivery principles
• Strong attention to detail
• Well organised, proactive and has excellent troubleshooting skills
• Is able to demonstrate tangible improvement progress, through documented reports and stakeholder management
• Project/programme management experience is advantageous

About Smartdesc

Smartdesc is a leading IT Managed Service Provider (MSP) whose focus is the UK non-profit sector, one of the largest in the world at over £55bn. We work with national household names, social enterprises and public-sector bodies. We are priority partners with both Microsoft and ServiceNow.

Our mission is to provide non-profits with the technology, tools, direction and support they need to fulfil their goals. Our vision is to empower the UK's nonprofit organisations to deliver their best work through enhanced technology solutions.

We provide IT services including IT strategy, cyber security, helpdesk support, project and programme management. You will be part of a dynamic and growing company; you will not be a small cog in the machine, but instead be able to spread your wings and work with some amazing nonprofit organisations who are engaged and want to improve their technology.

We have a strong focus on personal development and a “promote from within” culture. This means structured Professional Development Plans, access to market leading e-Learning and certifications, monthly protected learning time and paid-for certifications to support your development. Staff stay with us for years because we invest heavily in them - our retention rate is 98% which is far above the competition.

We have a flat management structure without internal politics, and staff are given a high degree of freedom to do their jobs to the best of their ability. You will have the opportunity to immerse yourself in a diverse range of cutting-edge technologies and systems, and never be pigeonholed into one single area.

Successful candidates deliver exceptional work through effort, integrity, and honesty. Smartdesc delivers ethical, transparent and customer-focused IT services; new team members are carefully picked to ensure they share our values.