IT Service Manager
| Posting date: | 02 April 2025 |
|---|---|
| Salary: | £37,497 to £38,373 per year |
| Hours: | Full time |
| Closing date: | 10 April 2025 |
| Location: | M2 3LR |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 397381/1 |
Summary
We are looking for an experienced IT Service Manager who is comfortable communicating to different stakeholders, with an ability to show the status and performance of services in various formats.
IT Service Managers collaborate with technical teams, support teams and operations to ensure products are delivered to agreed performance targets in a cost effective and timely manner.
The role responsibilities will align to end-to-end support services, the end-to-end performance of a product(s) or a combination of the two, promoting service quality and customer/citizen user experience improvements.
IT Service Managers undertake a range of key service management duties including reporting, incident management, problem management, knowledge management, change management and management of services to agreed Service Level Agreements (SLAs) and work closely with Operations across all levels.
The Desktop area is responsible for the Windows 10 & 11 environments, management of the Citrix platform, Zscaler, Windows 365 and packaging and delivery of applications.
We are looking for an IT Service Manager to join our team to help drive the vision and strategy for service management in Desktop. Your responsibilities include:
- Undertaking a range of service management activities and respond to queries addressing all aspects of the products and services within the Desktop area.
- Responsibility for effective management of incidents and service requests and making sure they are resolved on time and also support resolution or escalation where appropriate.
- Supporting effective management of problems through monitoring of patterns and trends and understanding business impacts. You will need to engage with engineering support teams where necessary, supporting analysis to identify appropriate prioritisation.
- Leading the management of knowledge both for end users and level 1 support teams, so that the right decisions are made at the right time throughout the lifecycle of a request or an incident.
- Raising and managing changes for products within the Desktop space.
- You will also support the Continual Service Improvement (CSI) of procedures, metrics, policies, and documentation, and help to provide a single view on service performance and support provision of MI for Service Performance Reports.
You will have the opportunity to join a 24/7 ‘on call’ support rota providing out of hours support for critical incidents.
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