IT Service Desk Manager

Location

Bristol

Salary and benefits

Competitive and excellent benefits

Job purpose

The job holder is responsible for the effectiveness of the Service Desk, by providing management, supervision and technical expertise, overseeing and co-ordinating all Service Desk activity.  The job holder is also responsible for the effectiveness of various third-party IT support companies, including one providing support to employees overseas and out of normal working hours.

The IT Service Desk team provides 1^st and 2^nd line internal tech support to around 400 staff in Bristol, the USA and Asia, as well as staff based outside of these offices. Supported systems include working across Windows and macOS, Active Directory, Azure, Office365, Microsoft Endpoint Management, Sophos Anti-Virus, Mimecast, ServiceNow, vApps and meeting room audio-visual equipment.

Remote support capability by the IT Service Desk has been a key focus since March 2020, with the majority of global employees working from home. Assisting in the management of any transition activities for returning to the office, including for Service Desk employees, is potentially required during the term of this role. 

Key job accountabilities include

• Manage the Service Desk team in delivering an excellent service to employees against defined Service Levels and Key Performance Indicators.
• Assist with the execution of daily operations, including being a point of contact for daily operational queries globally raised by the Service Desk team or employees from within the business.
• Overall responsibility for the processes and activities carried out by the IT Service Desk.
• Ensuring a constant focus is on Cybersecurity.
• Assisting with the team’s success in identifying, then implementing, CI initiatives from your own observations or as received from CSat feedback, Service Desk feedback or through stat analysis. 
• Manage, improve and develop the Service Management Tool (ServiceNow).
• Manage global third-party support companies to ensure continuity and quality of service provision across our International offices.

About you

Successful applicants should demonstrate the following:

• ITIL v3/4 qualified.
• Service Management Tool, ideally ServiceNow, administration experience.
• Gained previous management experience within a Service Desk environment.
•  Proven ability to motivate Service Desk teams to ensure exceptional service delivery.
• Proven outstanding organisational, customer service, verbal and written communication skills.
• In depth knowledge and appreciation of IT technologies and agile project delivery.
• Proven technical problem solving, troubleshooting and diagnostic skills.
• Ability to remain calm under pressure, through demanding challenges or customers.
• High level of personal integrity and ability to deal with confidential issues.
• Ability to handle difficult conversations and resolve complaints without assistance when needed.
• Ability to drive initiatives in the team with creativity and a long-term vision.
• Must be able to work to tight deadlines, prioritise, make decisions, be flexible and ready to adapt to ever changing workloads.
• Team player with the ability to work both independently and as part of a team on own initiative.
• Able to understand and direct the resolution to a wide range of technical incidents.
• Operate with a high level of attention to detail, with a logical and methodical mind-set.

About the benefits

In addition to a competitive salary, we offer employees a comprehensive benefits package including an excellent pension scheme, discretionary annual bonus scheme, private medical insurance, life assurance and generous annual leave, and a range of flexible benefits including cycle to work and gym membership.

Our modern and contemporary offices are based in the thriving city centre of Bristol, a stone’s throw away from Temple Meads train station, and within walking distance of Cabot Circus shopping centre, and numerous cafés and restaurants. Named on more than one occasion as the best city in the UK to live in, Bristol is a cosmopolitan and creative city boasting a historic harbour, internationally renowned cultural institutions and home to world-class festivals and events.

To apply

To apply, please submit your CV and a covering letter through our careers site highlighting your previous experience and how it applies to the role, and why you are interested in this opportunity and IOP Publishing.

About us

IOP Publishing is an international scientific publisher, through which leading-edge research is distributed worldwide. Our rapidly expanding journals programme is published alongside other sources of scientific information in the form of ebooks, magazines and conference proceedings. Other publications include easily accessible community and regional websites. We are a world leader in the development of electronic publishing for the scientific community and have offices in Europe, Asia and the US. Working in the interests of science and scientists, we aim to maximise the impact of the research we publish.

IOP Publishing is central to the Institute of Physics, a not-for-profit society. Any financial surplus earned by IOP Publishing goes to supporting science through the activities of the Institute. With a continuing focus on growth we recognise that every single person has a real part to play if we’re to achieve our aim of becoming the world’s leading publisher in our field.