Service Desk Manager Full Time

Save the Children
The job of a Save the Children UK’s Service Desk Manager is varied and busy.

Do you have experience managing a Service Desk, Second Line or IT Support function?
Do you excellent knowledge of IT methodologies, software, hardware, operating systems, cloud services and standards?
Do you have hands on experience of provisioning, troubleshooting, repairing and upgrading hardware, including desktops, laptops and mobile devices.
Are you motivated by our vision of creating a world where every child doesn’t just survive but thrives and can go on to change the world – and of inspiring and leading others to do the same?

If the answers to these questions are yes, we would love to hear from you!

Note:

To avoid disappointment, you are advised to submit your application as soon as possible as we reserve the right to close the vacancy early if a high volume of applications are received. This is to ensure that we can manage application levels whilst maintaining a positive candidate experience. Unfortunately once avacancy has closed, we are unable to consider further applications.

About Us

Save the Children UK believes every child deserves a future. In the UK and around the world, we work every day to give children a healthy start in life, the opportunity to learn and protection from harm. When crisis strikes, and children are most vulnerable, we are always among the first to respond and the last to leave. We ensure children’s unique needs are met and their voices are heard. We deliver lasting results for millions of children, including those hardest to reach.

Job Purpose

Reporting directly to the Director of Technology Operations, you will be responsible for leading the team (Service Desk and Second Line Analysts) who are the first point of contact for our users.

While this could involve fixing a fault, it could equally involve fulfilling a request, assisting with a project, or answering a query. All work carried out is owned and managed until the customer has confirmed resolution.

A key element of this position lies in strong communications skills to enable the incumbent to liaise with all levels of users, stakeholders, support staff and third parties to understand evaluate and remedy incidents and service requests as and when they occur. Exceptional levels of written and verbal communication skills are required to excel in this role.

As a rights-based organisation, we are committed to anti-racism and actively opposed systemic oppression of any form. You will support our commitment to celebrate diversity, challenge inequality, and build an inclusive environment for every one of our employees so we can better represent the children we protect.

Main Accountabilities

The Service Desk Manager’s key duties will be to:

Provide overall management of the Service Desk function, ensuring all service management procedures are followed, updated and within agreed SLAs.
Responsible for ensuring Incidents and Requests are managed end to end till resolution, including escalation to internal teams and third parties as needed.
A hands-on technical role expected to assist and cover Service Desk and 2nd line roles where needed.
Monitoring and reporting on service levels for all open records in the Service Management system.
Responsible for the user facing knowledge base and service management portal, creating new and updating knowledge base articles, portal pages and request management forms.
Management and responding to the Service Desk mailbox, Call Centre and Service Management tool incidents and requests.
Responsible for asset management through their lifecycle, including ensuring asset registers are updated and appropriate stock levels are in place.
Responsible for our starters and leavers processes, including account setup and termination, hardware provision and recall, working closely with HR and Facilities teams.
Manages the provision, installation, configuration, and maintenance of software and hardware relating to desktop computers, laptops, MFDs and meeting room conferencing equipment and hybrid working spaces within established standards and guidelines.
Manages the relationship with our UK offices, working closely with Facilities, arranging regular site visits and checks.
First point of escalation, monitoring response rates and management of escalated issues as needed till completion.
Pro-active identification and management of problems and call drivers, working with technical and development teams to put work-arounds or fixes in place.

Person Profile

You will have knowledge and experience in all of the areas below:

Experience of managing a Service Desk, Second Line or IT Support function.
Excellent knowledge of IT methodologies, software, hardware, operating systems, cloud services and standards.
Technical experience with support systems including Network booting (PXE), SCCM, command line
Hands on experience of provisioning, troubleshooting, repairing and upgrading hardware, including desktops, laptops and mobile devices.
Office 365 experience, including user and resource administration, Active Directory, SharePoint site administration, Teams/Planner setup.
Hands on experience of evaluating recommending and implementing timely, essential improvements to existing processes and procedures

You will have abilities in all of the areas below:

Ability to work in a team, in a fast-paced environment
Strong attention to detail, astute diagnostic skills
Ability to solve issues with clear methods while knowing when to take intuitive leaps
Strategic and forward planning thought process
Able to guide technical discussions with both technical and non-technical audiences
Good organisational and quantitative skills with the ability to plan, estimate, manage and report progress.

Aptitude

A demonstrable commitment to the principles of diversity and inclusion and their practical application and integration in the work environment
A commitment to Save the Children UK’s aims and core values of accountability, ambition, collaboration, creativity, and integrity

Save the Children UK is committed to diversity and equality of opportunity in all aspects of our work both external and internal. We strive to be an inclusive employer and particularly encourage applications from under-represented groups such as returning parents or carers who are re-entering work after a career break, people who are LGBT+, from Black, Asian and Minority Ethnic backgrounds, with a disability, impairment, learning difference or long-term condition, with caring responsibilities, from different nations and regions, and from less advantaged socioeconomic backgrounds.

Remote Working:

The majority of SCUK employees are currently working remotely within the UK in line with UK Government guidance. Commencing July 2021 we will transition to flexible and hybrid ways of working (i.e. a mixture of remote/home and office-based working) as social distancing restrictions ease.

We are happy to discuss flexible working options at interview.

Commitment to Diversity & Inclusion:

Save the Children UK is committed to diversity and equality of opportunity in all aspects of our work both external and internal. We strive to be an inclusive employer and particularly encourage applications from under-represented groups such as returning parents or carers who are re-entering work after a career break, people who are LGBT+, from Black, Asian and Minority Ethnic backgrounds, with a disability, impairment, learning difference or long-term condition, with caring responsibilities, from different nations and regions, and from less advantaged socioeconomic backgrounds.

To see our full statement please visit our website.