Overview
Hours:
35 hours per week.
Salary:
£48,523 Per Annum
Closing Date:
Fri, 26 Apr 2024
An exciting opportunity has arisen within IT for a Service Desk Manager. In this role you will lead the operation and performance of the IT service desk, ensuring delivery of great service to all our colleagues.
The role involves managing a team of service desk analysts to ensure timely resolution of incidents and requests ensuring we maintain high levels of colleague satisfaction, and continuously improving service delivery processes.
Who Are We?
Not just another building society. Not just another job.
We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.
Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.
Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.
You will be joining our dynamic IT function, with a department consisting of c120 skilled professionals. We are an enabling function collaborating with stakeholders across the business to drive ambitious initiatives within the Homes and Money business divisions.
The Service Desk Manager plays a pivotal role in ensuring the smooth and efficient operation of the IT service desk, delivering high-quality support to colleagues, and driving continuous improvement initiatives. This role requires a combination of technical expertise, leadership capabilities, and excellent communication skills.
What’s In It For You?
Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.
We have a range of other benefits available to you including;
- Annual discretionary bonus scheme
- 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
- Holiday trading scheme allowing the ability to buy and sell additional annual leave days
- Matching employer pension contribution (up to 10% per annum)
- Colleague mortgage (conditions apply)
- Salary sacrifice scheme for hybrid & electric car
- A commitment to training and development
- Private medical insurance for all our colleagues
- 3 paid volunteering days per annum
- Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
- We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership
What Will You Be Doing?
As Service Desk Manager, you will be leading a team of analysts
Your responsibilities will be to:
- Lead and manage a team of service desk analysts, providing guidance, coaching, and performance feedback.
- Monitor and analyse service desk performance metrics, implementing ITIL-based service management processes and best practices.
- Coordinate the handling and resolution of IT incidents and service requests, ensuring timely communication and escalation when necessary.
- Collaborate with IT vendors, suppliers, and other internal departments to ensure seamless service delivery and support.
- Identify opportunities for service desk process improvements, automation, and efficiency gains.
- Prepare regular reports on service desk performance, trends, and key metrics for senior management.
What Do We Need From You?
This role requires a combination of technical expertise, leadership capabilities, and excellent communication skills to effectively manage the team, meet service objectives, and contribute to the overall success of the IT department.
You will possess excellent communication, interpersonal, and organisational abilities as well as being proficient in IT Service Management best practices.
We need someone who has a customer-focused mindset with a commitment to service excellence.
£48523 plus benefits
VPF734200F
