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Service Desk Manager (IT Business Partner)

Salary: £41,500 - £45,000 per annum + benefits

Hours: 37.5 hours per week, part of a 4-person 24/7 on-call team, with scheduled rota patterns

Type: Permanent, hybrid role

Close date: Friday 3rd November 2023 (Please note - We may close this job early depending on the volume of applications we receive)

Role Summary

Here at Seashell we provide care and education for children and young people (up to 25 years old) with severe, profound and complex learning difficulties and disabilities, sensory impairment and communication disorders and autism.

We are recruiting for an exciting new role of IT Service Desk Manager who will be responsible for:

· Leading a service desk based on best practice industry standards and service management.

· Building and managing a business partnering service desk team who deliver an effective and cohesive customer-centric approach, including facilitating communication within the IT team and with other departments.

· Delivering the strategic vision for the service desk, balancing both short-term actions and long-term direction.

Key Responsibilities

· Lead IT business partnering across Seashell through the development and delivery of Service Level Agreements with key performance indicators

· Establish and maintain effective relationships with internal and external stakeholders, such as other teams, departments, suppliers and senior management, fostering a reputation as a trusted and reliable partner.

· Build effective relationships with external suppliers and maintenance companies.

· Lead and inspire a team of IT support professionals, fostering a positive and collaborative work environment setting clear goals, evaluating team performance, and enabling professional growth.

· Ensure compliance with industry standards, regulations, and best practices relevant to IT service desk operations, such as ITIL frameworks or cybersecurity frameworks

· Develop and implement quality assurance processes and procedures to ensure efficient and effective service delivery

· Participate in IT governance meetings and provide input on service desk strategies, goals, and resource planning.

· Support the delivery of Cyber Essentials Plus certification and ISO 27001 certification

· Maintain accurate records of IT support activities, including issue tracking, resolutions, and user interactions.

· Analyse service desk performance metrics and utilise data-driven insights to identify trends, bottlenecks, and areas for process optimisation.

· Proactively assess emerging technologies and industry trends to identify opportunities for service desk process improvements and efficiency gains.

Requirements

· Degree in an IT related subject or equivalent experience.CompTIA A+ or ITIL MP qualified.

· Proficiency in troubleshooting complex IT issues and providing effective solutions.

· Knowledge of industry standards and regulations relevant to IT service desk operations.

· Proficiency in troubleshooting complex IT issues and providing effective solutions.

· Familiarity with Microsoft 365 and Windows OS

· Experience in Active Directory administration and support.

· Knowledge of mobile device management solutions

· Demonstrated experience in managing and leading a service desk team, including coaching and mentoring.

For a copy of a full job description, please contact us directly.

Our benefits

Pension scheme, life assurance, on site gym/fitness classes, employee assistance and wellbeing programmes, access to free counselling, physio support, cycle scheme, free parking and lots more!

About Seashell Trust

Seashell Trust runs an Outstanding (Ofsted) special School, and a specialist College together with 17 on-site residential homes for children and young people with complex learning disabilities, physical disabilities and multisensory impairments.

We provide a caring environment that is safeguarded and committed to promoting learning, respect and independence, as well as dignity for all of our students. As part of our safer recruitment procedure, successful candidates will be required to undergo an enhanced DBS check (no cost) and full references will be taken.

We value diversity and are committed to equal opportunities. We are an inclusive employer and welcome all applications.

Disabled candidates who meet the minimum criteria on the person specification will be guaranteed an interview. If you require any reasonable adjustments for an interview, please highlight this to our Recruitment Team in advance.

This charity is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.

Our vision is for the children and young people in our care to be safe, happy and to achieve the best possible outcomes so that they are valued and valuable members of their communities.

Job Type: Full-time

Salary: £41,500.00-£45,000.00 per year

Benefits:

• Company events


• Company pension


• Cycle to work scheme


• Discounted or free food


• Free fitness classes


• Free flu jabs


• Free parking


• Gym membership


• Health & wellbeing programme


• Life insurance


• On-site gym


• On-site parking


• Referral programme


• Sick pay


• Store discount


• Work from home

Application question(s):

• Please outline your interest and relevant experience for this position.

Work Location: Hybrid remote in Cheadle