IT Service Desk Manager

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Do you want to be one of the vital people enabling the work of a Nobel Peace Prize winning charity? JOB PURPOSE Amnesty International is looking for an IT Service Desk Manager who can ensure that our staff get the IT support they need to fight for human rights around the world. Working at Amnesty is great for your career - our name is recognized worldwide and opens doors at the highest level of the IT industry. We encourage industry networking and personal development. We pay competitively for the charitable sector, contribute up to 11% to your pension, and allow hybrid working (2/3 days in the office; 2/3 days working from home). ABOUT YOU In exchange, we're looking for a strong Service Desk Manager, who can work with the Head of IT Operations (their line manager) to mentor and develop the IT Service Desk team to deliver the highest levels of IT service and support to the organization. MAIN RESPONSIBILITIES Improve the standard of communications between the Service Desk and users; first and foremost in responding to tickets that are filed, but also in discussions with other teams and senior managers across the organisation around ongoing and new problems and needs, and in writing guidance, instructions and bulletins for all users. Manage and develop the Service Desk team; particularly in improving communication and interpersonal skills across the whole team, and motivate the teams to achieve continuously improving standards of service, while identifying any technical training that is necessary and ensuring it is implemented. Implement a culture of customer service in the Service Desk team; identifying/developing appropriate evaluation methods and benchmarks to measure user satisfaction with the Service Desk's responses and other materials, implementing these, and using the results of these to identify and implement ways to further improve the service being provided. SKILLS AND EXPERIENCE Knowledge of service desk management. By this, we don't just mean experience of running a service desk - we're looking for someone who has not only done that, but actually thought about and considered the different ways in which it can be done, and who can articulate their views on this. You'll have considered what tools are best to use, what structures serve best, what processes should be put in place, what benchmarks a service desk will be measured against - and you'll have experience of setting all of these up, and will have reflected on this experience and learned from it.

Great written and verbal communication skills. You need to be able to write clearly, both succinctly and at length, and at pace, to communicate complex ideas to both technical and non-technical audiences. You will understand how your choice of words, grammatical structure, and the way you arrange your arguments make your communications effective. You will be able to communicate in a variety of tones - persuasive, firm, supportive, and many more - and be able to choose the right tone for a particular situation.

The ability to mentor and develop a team. You need to be able to take on a team containing both staff with long service and staff who are relatively new to the organization, identify where there are areas in which they, either as individuals or as a team, need to develop, come up with ways in which this can be done, manage them to make sure that it happens, and ensure that this is recognized.

Understanding of and empathy with users. It's incredibly important that our Service Desk Manager is someone who understands what the non-IT staff at Amnesty are trying to do and how they want IT to help them do it - even when they can't necessarily articulate it well - and can work out how IT can satisfy their needs, within the overall Amnesty International IT strategy, policy and processes.

Great personal presence. We're looking for someone who can represent the IT Service Team across the organization, deputizing for the Head of IT Operations where necessary, and has the personal presence to ensure that the views of the IT Service team are fully taken into account in these meetings - and that the outcomes are fully agreed and understood by the team.

Technical and research skills. It's obviously important that Amnesty International's Service Desk Manager has the technical knowledge and chops to answer technical questions and be taken seriously by their team and the wider organization - but nobody can know everything technically, and what is even more important is that you have the research skills to research a question dealing with a technology or situation you've never come across before, and come up, quickly, with a good answer that you can explain and justify.

The capacity to hit the ground running and work relatively independently. Amnesty International tries to provide a supportive working environment. We have a well defined organizational culture, a structured induction process, and a strong IT leadership team with whom you'll work. Within this, though, we need someone who can start to deliver tangible results in a reasonable timeframe, without requiring more time from the rest of the IT leadership than they can reasonably give.

The ability to get to grips with, work in, and thrive in, a unique and demanding environment. Amnesty International has a long and storied history, a talented and disparate workforce, and an incredibly important mission, which contribute to create an environment which is fast paced, where people frequently have unique needs, and where new things frequently need to be done, done well, and done quickly. We need someone who is aware of Amnesty International's mission, understands the sort of needs it may give rise to, and who can deliver against these. This is not a role where someone has to meet 100% of a predefined list of criteria - if you have relevant experience, good ideas, and are generally talented then please apply! Please see the attached job description for more information on responsibilities, skills and experience required. WHAT WE OFFER: At Amnesty International, we are passionate about what we do and we are proud of our achievements as a movement. To compensate our employees for the critical work they do, we reward them through a combination of an attractive and sector competitive salary and benefits package, high levels of engagement and involvement, and a commitment to employee development. 37 days annual leave (inclusive of public holidays and grace days) Hybrid working environment - The standard working week at Amnesty International is 35 hours Pension Contribution Scheme - with an employer contribution of 8% of your gross annual salary, in addition Amnesty International will match individual contributions of up to 3%. Making a total employer contribution of 11% Access to LinkedIn Learning Life Assurance Annual salary review Opportunity to join our cycle-to-work scheme Interest-free season ticket loans for travel to work Contribution towards the cost of eye tests and glasses Access to Linkedin Learning Employee Assistance Programme Amnesty International is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please get in touch. To apply please upload your CV with a Cover Letter explaining how you fit with what we're looking for and your ideas as to how you might run the Amnesty International Service Desk. This can be as long or as short as you want; it can be in whatever format you want - we're looking at the quality of your ideas and how well you can communicate them. Applications without a cover letter will not be considered. If they're good, we will be looking to interview you as soon as possible - we will be running rolling interviews and will stop when we've found the right candidate. We look forward to hearing from you!

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