Service Desk Manager

Job Description

Annual salary: up to £35,000.00

Service Desk Manager


Permanent - Full Time, Office based role; Offering a salary of up to £35,000, depending on experience.

Over the years Mears has continued to build upon its broad range of in house systems, the success of this has been built on the foundation of a brilliant and highly skilled service desk team.

Mears are a growing and transforming organisation and as such we are seeking to invest in a passionate and delivery focused Service Desk Manager. We are looking for someone who is technically minded who will have the answers to all technical questions.

About the Role:

As a Service Desk Manager, you will be responsible for managing a team of Service Desk Analysts. You will provide technical guidance and support to the team and be a point of escalation.

You will also work with the Head of Technical Services and other teams within the IT Department to ensure the continual improvement of Services and Support provided to the business by reviewing/implementing new processes or solutions ultimately to reduce the calls received by the Service Desk and making the end users life simpler.

This will be a pivotal role for a Service Desk team who are predominately office based, as such you will also be required to work in the same office as them to provide the level of support and guidance that is required.

You will be a point of escalation for the Service Desk individuals, ensuring that the Service Desk team has the training and guidance necessary to enable them to provide a consistent level of service to the business.

Work with the ServiceNow team to ensure that everyone is using the platform as efficiently as possible and that users can interact with IT with ease.

Ensure that the Service Desk operate to ITIL standards and meet the required SLAs for call resolution.

Role Criteria:

  • Proven IT technical skills with a focus towards Windows Desktop OS and Microsoft Entra.
  • Strong Technical knowledge
  • Proven experience of working in a support environment such as; 2nd Line Support and Desk Top Support
  • Hands on experience
  • Experience of managing a Service Desk committed to providing best practice solutions who are also focused on continual improvement would be advantageous.

Experience in ITIL would be advantageous.

The Benefits:

  • 25 days annual leave
  • Flexible working
  • Pension Scheme
  • Sharesave - a simple way of saving money direct from your salary for 3 years, in order to buy Mears Group PLC (Mears) shares at a price that is fixed and discounted at the outset.
  • Employee Assistance Programme
  • Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work! Previous years include, Alton Towers, Drayton Manor etc.
  • Staff perks with Mears Rewards - discounts of up to 10% on coffee, weekly groceries, holidays, the list is endless.
  • Volunteering Leave - Mears supports employees to undertake volunteering in the community, in support of our social value commitment.

If you feel you have skills needed, please apply below via the link. If you have any further questions, please contact Vickie on vickie.rudge or call on 07843 817346, quoting the job reference number.

Mears Group is a Disability confident employer and recognises our people as our greatest asset, we hire individuality, recognising and valuing everyone is individual and ensuring equal access to opportunities for all regardless of social economic background or individual make up.

Candidates should be aware that all our roles are subject to relevant DBS/Security checks either before or upon commencement of employment.