Service Desk Manager

Service Desk Manager focuses on drive continual improvement and play a key role in delivering outstanding external it support for careline365 customers.

What the role involves

• Drive continual improvement and play a key role in delivering outstanding external IT support for Careline365 customers.
• Leading, mentoring and developing the Service Desk team to deliver excellent external IT support across Careline365 products.
• Collaborating with other IT teams, third‑party suppliers and the wider Careline365 business to ensure joined‑up service delivery.
• If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.

Skills and requirements

• Proven experience in a Service Desk Manager or similar IT service leadership role.
• Strong working knowledge of ITIL frameworks (ITIL v4 preferred).
• Experience managing SLAs, KPIs and service performance reporting.
• Experience within local housing, social care, telecare, property management or out‑of‑hours services.

Confirmed role details

• 🕰️Hours: 37.5 hours per week📅Shift pattern: Flexible hours between Mon-Sun 8am-8pm, depending on business needs.
• 233 hours of holiday rising with continuous service. This includes bank holidays on which you may work.
• Pension Scheme, up to 3% Company matched.

Candidate fit

• We’re looking for an experienced and proactive Service Desk Manager to lead the Careline365 Service Desk function.
• Working closely with the Group Head of Service Management and wider IT teams, you’ll ensure the Careline365 Service Desk delivers a consistently reliable and effective service.

Additional role context

• 🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟.
• 24/7 employee assistance programme with an easily accessible app!