IT Service Desk Manager - Birmingham

IT Service Desk Manager - Commonwealth Games - IT Software and Services - IT
Ref: 235 Date Posted: Tuesday 23 Feb 2021
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IT Service Desk Manager - 2022 Commonwealth Games 

Birmingham City Centre

Our client is a successful software company offering direct supply, installation and support of Data Protection and Recovery solutions to large SME, Corporate and Public Sector accounts. Recent years have seen successful entry into new markets, with exciting new product offerings, including a Service Desk on Demand solution.

They are currently looking for a proven IT Service Desk to work alongside other team members for the Birmingham 2022 Commonwealth Games event.  You will be managing a team of 4 people which will grow to a team of over 20 people as we move closer to the Games event time.

You will need to demonstrate clear leadership, creativity, innovation and critical thinking. Be able to initiate influential relationships with both internal and external customers, suppliers and third parties up to C level. You must be able to take on accountability for actions and decisions within a significant area of work, including technical, financial and quality aspects. You must be able to manage and mitigate risk and show that you can take a leading role in producing standards, policies and guidance, as well as promoting security throughout your own area of responsibilities and collectively in the organisation.

Understand and communicate industry developments and the role and impact of technology in the employing organisation.  Provide cover for equivalent peers in roles, as appropriate.


The successful candidate must undergo security clearance unless you already have security clearance in place.


Required Business Skills


  • Communicates fluently, orally and in writing, and can present complex information to both technical and non-technical audiences.
  • Plans, schedules and monitors work to meet time and quality targets.


  • Facilitates collaboration between stakeholders who share common objectives.


  • Selects appropriately from applicable standards, methods, tools and applications.


  • Fully understands the importance of security to own work and the operation of the organisation. Seeks specialist security knowledge or advice when required to support own work or work of immediate colleagues.



Required Experience


  • Been in an IT Service Desk Manager role for 5+ years


  • Supports the business to scope the strategic approach in terms of IT Service deliverables


  • Good industry knowledge and experience to deliver all elements of the Target Operating Model


  • Responsible for the day-to-day operational activities delivered by the Service Delivery team


  • Manage the onsite Central Service Desk and support the business to manage the service, ensuring quality, service metrics and KPIs are achieved


  • Manage the acceptance process for new and changed services into live operations


  • Plan BC/DR prior to testing (scope, activities, resourcing)


  • Act as a point of escalation


  • Provision of monthly reports (including statistics and dashboards) for presentation to the Business.  Support the Business in the development and delivery of training in the full suite of ITIL based management processes throughout the project


  • With others - fulfil the role of Service Delivery Manager in the Technical Operations Centre during Critical Operational Periods 24/7 shift working


  • Provide user provisioning / onboarding


  • Proven M365 experience is strongly preferred.


  • Proven ServiceNow ITSM experience is strongly preferred.


  • ITIL certification highly desirable.


  • Deployment (PC, tablet, peripherals, printers etc.)


  • Able to work independently for routine activities and act as an escalation point for both the team and the Business


  • Manage any major incidents as and when required to ensure service outages are restored as quickly as possible, coordinating both internal and external teams; providing timely communications to key business stakeholders.


  • Able to communicate with customers, suppliers and third parties. Be the face of the Service Desk and develop and maintain relationships with key business stakeholders


  • Manage vendors and hold them accountable for maintaining agreed service levels


  • Can plan, schedule and monitor own work and work as part of a team


  • Provide support, coach and manage the team to be the best they can be



  • Initially central Birmingham based role, but migrates to a Birmingham based event Venue-Service Desk.


  • You may be required for post event support during the dissolution phase of the contract


General Information


  • Hours are 8.30am – 5.30pm at Games time and Games Rehearsal time shift work will be required.


  • 20 days holiday per year


  • Permanently assigned on-site in central Birmingham subject to Covid19 restrictions being lifted


  • Fixed contract though to August 2022, although this may become a permanent role


Please note that interviews will be taking place the week of the 15/02/2021 via Teams with an ideal start date of 01/03/2021 though for the right candidate we may wait for your notice period to end.

To apply for this role please send your CV via this job portal along with an indication of your salary requirements.