IT Service Desk Manager

Salary & Benefits: £65k to £75k, Bonus, Private Health, Life Assurance, 25 Days Holiday 

We have partnered with a global biotech company in Stevenage that has created a pioneering cancer therapy. Due to the success of their treatment, we are assisting them in the growth and improvement of their IT capabilities through several key hires. 

Join the team as an IT Service Desk Manager, and you will be trusted to create a user-centric vision to improve services across different department personas. You'll also have the opportunity to lead strategies around tooling, processes/SLAs, team structure, vendors, VIP engagement, and how best to gain feedback from the business. You will work closely with the Head of IT to determine and action priorities.

The hiring manager is friendly, encourages personal growth, is vastly experienced, and trusts people to do their jobs. No micromanagement here, but is on hand to offer support, guidance, and a second opinion. 

They are a young business from an IT perspective, so you will drive the maturity of their services and put robust processes in place. If you are an IT Service Desk Manager looking for that next step, for ownership and personal growth opportunities, then this could be a great role for you.

They are passionate about creating therapies that save lives, and you’ll be at the forefront of this enablement through the services you and your team provide.

Reasons to be excited about this role:

• Opportunity to lead and innovate in a growing biotech company.
• Access to cutting-edge technology and resources to support your professional development.
• A supportive and inclusive company culture that values innovation, trust, and collaboration.

Key Responsibilities/Experience:

• Lead and manage the IT Service Desk team and vendors.
• Conduct regular performance reviews and provide coaching and feedback to team members to foster professional growth and development.
• Prepare regular reports and presentations for senior management to communicate service desk performance, key metrics, and improvement initiatives.
• Collaborate with other departments and stakeholders to ensure alignment of service desk activities with organisational goals.
• Develop and implement service desk policies, procedures, and best practices to ensure consistent and high-quality support delivery.
• Solid understanding of IT service management principles, ITIL framework, and service desk best practices.
• Drive continuous improvement initiatives to streamline processes, increase efficiency, and enhance the overall customer experience.
• Demonstrable vendor management experience: selection, onboarding, and offboarding.
• Take ownership of vendors and understand what is in scope and out of scope.
• Capable and happy to be hands-on when the need arises. Provide escalation support for complex technical issues and customer complaints.
• Experience implementing ServiceNow or other ITSM tools.

Connect with me on LinkedIn to stay up to date with new opportunities! Search "Johnny Perrotta" to find me. 

Nufuture Recruitment acts as an employment agency for permanent recruitment and an employment business to supply temporary workers.

(Operation Technology Manager, OT Manager,  Industrial Technology Manager, OT Security Manager, Automation Technology Manager, SCADA, Supervisory Control and Data Acquisition, Manager, Industrial Control Systems Manager, ICS Manager, Plant Systems Manager, Control Systems Manager, Manufacturing IT Manager, Process Automation Manager, Factory IT Manager, Industrial IoT Manager, Production Technology Manager, Process Control Manager, Technology Operations Manager, OT Infrastructure Manager, Smart Manufacturing Manager, Digital Manufacturing Manager, Operational Systems Manager, Plant Automation Manager, Industrial Cybersecurity Manager)