Senior IT Service Desk Operator - West Midlands

Hours:

35 hours per week / 70 hours over two weeks (nine-day fortnight)

Shift Pattern:
This role is hybrid, requiring 2 days a week in the office on Tuesday & Thursday. Providing support between 8 am and 5pm on a shift basis

As Senior IT Service Desk Operator you are responsible for providing advanced technical support and exceptional customer service to Housing 21 employees.

This role involves diagnosing and resolving complex IT issues, mentoring IT Service Desk Operators, and ensuring the effective processing of service requests in line with agreed SLAs.

The Senior IT Service Desk Operator acts as a subject matter expert on Housing 21 systems, applications, hardware, connectivity, and telephony, contributing to the development of support documentation and training materials. This position also plays a critical role in identifying trends, suggesting improvements to IT practices and procedures, and supporting IT projects to enhance overall service desk performance and user satisfaction.

The role is hybrid, the successful candidate will be required to attend the office twice per week and team meetings at our head office in Birmingham as required.

Curious to know more? If you’re looking for an opportunity where you can make a real difference, with an organisation with a strong social purpose, please take a look at the attached job profile for full details.

We’d love to meet you!

The essential requirements for the role include:

• In-depth understanding and knowledge of IT systems, networks, hardware, applications, and telephony with the expertise in troubleshooting and resolving complex IT issues.
• Extensive experience in a service desk or technical support role to a high standard, exceeding SLAs and KPIs.
• Strong background in providing excellent customer service with experience in handling escalations and resolving customer complaints effectively.
• Experience in creating and maintaining comprehensive support documentation and the ability to produce clear and concise end‑user guides and technical documentation.
• Ability to develop and deliver training sessions and materials.

We support our employees to do what they do best, whether that’s through flexible working, learning new skills or being part of a friendly and supportive workplace culture. We also offer a great benefits package including Blue Light Card discount, holiday trade scheme, volunteer days, Occupational Sick Pay, Occupational Maternity Pay and more.

As part of our commitment to our employees and offering flexibility, we now offer a nine-day fortnight, providing employees with the opportunity to work their hours across nine days and have a three-day weekend every other week. Further details on how this works will be discussed with successful candidates upon an offer being made.

An offer of employment will be subject to the satisfactory completion of a basic disclosure check, satisfactory references, and induction training.

8 March 2026, with interviews taking place 16 March 2026. Due to the nature of this role this advert may close earlier than the closing date listed and once sufficient applications have been received. Please apply early to avoid disappointment.