IT Service Support Manager

Description

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

Responsible for overseeing the day-to-day operations of the IT Service Desk and IT Application Support teams, ensuring the delivery of high-quality first-line and second line support to all users across the organisation.

The manager leads a team of Application Support engineers and Service Desk Analysts ensuring the stability, performance and usability of business-critical applications and services, coordinating with internal stakeholders and working closely with third-party vendors.

• Manage the daily operations of the IT Service Desk, ensuring efficient handling of incidents, service requests, and queries.
• Ensure consistent application of ITIL processes such as Incident Management, Asset Management, Request Fulfilment, and Problem Management.
• Act as an escalation point for complex or high-impact application issues.
• Ensure root cause analysis is conducted for recurring problems and that permanent fixes are implemented.
• Support internal and external audits by providing evidence and documentation as required.
• Lead, mentor, and develop team to deliver exceptional support.
• Engage in annual financial planning cycle and ensure delivery within allocated budget

• Proven experience managing an IT Service Desk on similar support function
• Proven ITIL Service Management exposure
• Experience with ITSM Tools (e.g. Service Now)
• Strong leadership, communication, and stakeholder management skills.
• Familiarity with ISO
  27001 compliance and audit requirements
• Proactive and adaptable, with a continuous improvement mindset.
• Knowledge of Microsoft 365, Active Directory, and common enterprise applications.

Generous pension contributions with an employer contribution of up to 14%

Real living wage

Income protection, critical illness cover & death in service insurance

Employee healthcare

Parental and adoption leave

Learning & development opportunities and study support

Travel season ticket loans

Subsidised restaurant in our Crawley office

Volunteering days and charity payroll giving

Onsite gym

Ride-to-Work scheme

Social clubs and events

You can learn more about how we support our employees on our website

People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.

Our people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant.

Discover more of People's Partnership's employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career.

Salary Range