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Training and IT Support Services Manager

Camden, London
£26,000 to £35,000
Job Type
31 Jul 2022
Training and IT Support Services Manager (IT Service Desk Lead/Manager)
£26k - £35k dependent on experience
Do you have proven leadership experience of running an IT Service Desk/Support/Helpdesk ideally, some knowledge and understanding of the NHS and Care Sector, Justice and Public Sectors and/or Welfare to Work agendas? Does the idea of working for a rapidly scaling business with ambitious plans sound like a challenge you d relish? Then this might just be your ideal next career move.
My client s core expertise is in building secure SaaS solutions in the Justice space. However, they re scaling into new markets, including Education, VCSE, Gov Tech and the NHS and Care Sector. As a result, they re now looking for a motivated and equally ambitious Service Desk Analyst to join them.
Your challenge
Your main day-to-day responsibility will be to manage the Support for our existing and new customers, internal and externa and a growing team of Service Desk Analystsl. You will be a main point of contact for all escalations from the customers to the business. You will have experience in training customers on products and lead on process improvements. You will also be contributing to continuous learning and improvement of the service - all in partnership and with full support and guidance from the Head of Customer Success.
Support Management and customer engagement for all customers
Escalation point for issues raised by the customer
Tracking and reporting on all outstanding issues
Ensuring sufficient cover is available for the Service Desk.
Drive customer satisfaction to agreed SLA s with full accountability for the results.
Ensure all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed, and managed in the Service Desk IT Service Management tool (JIRA).
Deliver excellent and clear communications of issues and Service Request updates
Actively promote the Service Desk and Support in all forms of customer interaction and communication.
Comply always with relevant security, privacy, and data protection standards.
Train internal and External Customers on new and existing software.
There will also be opportunity (with appropriate support and training) to:
Contribute towards and maintaining the knowledge base for documented processes, routine tasks, and incident resolutions.
Train on and support the various bespoke applications
Support the Problem Management function in the root cause analysis of incidents.
It goes without saying that you ll also need excellent interpersonal, negotiation and networking skills and the ability to communicate technical issues to non-technical and technical audiences alike. A great time manager who s comfortable delivering to deadlines, you have an innate ability to multi-task and enjoy collaborating with colleagues. You re also happy to work two days in the office and three days from home each week.
In return you can expect an excellent remuneration package and excellent opportunities for professional growth and development .
So, what are you waiting for? To get the ball rolling... apply now! We will respond to all applications
Apply for this job now


  • Job Reference: 672413681-2
  • Date Posted: 31 July 2022
  • Recruiter: Feather Grey Consulting
    Feather Grey Consulting
  • Location: Camden, London
  • Salary: £26,000 to £35,000
  • Bonus/Benefits: Based upon Experience
  • Sector: I.T. & Communications
  • Job Type: Permanent