Service Desk Manager

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Service Desk Manager to lead & motivate team of 1^st & 2^nd line service desk analysts, delivering IT support across infrastructure & applications, service requests & incidents within SLAs and KPIs. Support experience gained in a complex, customer focussed business environment Broad IT experience inclu M365, Active Directory, design/use of ServiceNow. Advanced MS Office skills.

NHG, Notting Hill Genesis, a well-established housing association, is undertaking a major, digital change programme moving services to the cloud for greater business efficiency, using the latest Microsoft and ITSM, ServiceNow technologies.

Can you play a key part in this? NHG seeks a Service Desk / Delivery Manager with a strong IT background, focussed on providing excellent customer service through a team of 1^st & 2^nd line service desk analysts. You'll lead and motivate the team, delivering IT support across infrastructure and applications, responding to multiple service requests and incidents within SLAs and KPIs.

The IT Service Desk provides a one stop approach to IT using Microsoft O365, Active Directory and ServiceNow using ITIL processes for incident, problem, change and release management.

As a Service Delivery Manager you will;

provide supportive leadership for the team of 1^st & 2^nd line analysts, prioritising and managing the workload, ensuring appropriate standards and procedures,

foster a good customer service environment, developing a continuous improvement culture,

deliver support across a variety of infrastructure, networking and application systems,

set clear processes and objectives, build team cohesion, manage appraisals, training & PDPs,

manage and utilise Knowledge documentation & participate in the Asset Management process

provide input into the NHG IT Service Catalogue,

meet all statutory and regulatory requirements for H&S.

Technical areas cover MS PC, mobile telephones, tablets and server operating systems, MS AD and network protocols, TCP/IP, WAN/LAN & WIFI, security procedures and business applications.

You will need, along with a degree level education or an equivalent business level qualification such as an ITIL certification;

a strong IT, technical background including experience of Active Directory, design and use of ServiceNow and advanced MS Office skills,

previous experience leading and managing a 1^st & 2^nd line team and a wish to gain trust, transfer knowledge and grow individuals' capabilities,

extensive customer service experience gained in a large complex, customer focussed business environment,

incident management skills, troubleshooting and problem-solving skills.

Softer skills will include an enthusiastic, collaborative, analytical and methodical approach with a strong commitment to customer service, clear and concise written and communication skills and the ability to explain complex information. You will lead by example, celebrate differences, be flexible, open to change, able to facilitate, set realistic expectations, gain the support of others, challenge when necessary, influence outcomes, working independently and as part of a team.

The office base will be Kings Cross, London. In the current environment, the Service Desk team are working remotely but you will need to attend either the Kings Cross and/or Hammersmith offices as required.

Notting Hill Genesis, NHG, was created in 2018 from two well-established housing associations and is now one of the largest in London and the South East, owning and managing c66,000 homes and employing around 2,000 people. It is committed to delivering housing affordable to all and providing a modern, digitally enabled housing service.

This role offers a base salary between £40,655 - £45,173 plus benefits which include generous annual leave, Health Cash Plan, Season Ticket loan, Life Assurance, a generous contributory pension offer and other benefits.

To find out more about this interesting opportunity, please send your CV and reasons for applying to Rushworths.