IT Service Desk Manager - Temporary (up to 12 months) - Internal only
Salary Grade F Contract type Temporary: Fixed Term Contract or Secondment Hours Full Time Location Poole, Dorset, England Interview date Monday 28th July Closing Date 21-07-2025 Reference 19887 Documents (please view all documents)
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Internal vacancy
The RNLI actively promotes continuous development within the organisation and is only seeking applications from current RNLI employees and volunteers at this time. If this position is not filled internally it may be re-advertised openly. #LI-DNI
About us
Our purpose is simple, to save lives at sea. Across the UK & Ireland the RNLI is recognised for our lifesaving work from rescue and supervision to education and prevention. An essential part of making this happen is ensuring our IT equipment and systems support all of our activities, and that the RNLI IT team is able to support all our users, volunteers and supporters. The team interacts with a wide range of stakeholders - including our volunteers – which means customer service skills, as well as technical competence, are key to ensuring we deliver effectively, and that is where you come in.
At the RNLI we take career development seriously and due to our current Service Desk Manager taking a project secondment opportunity we are looking for a Service Desk Manager to join our End User Computing team. The role ensures that RNLI staff and volunteers receive first class support on the IT services and systems that support our lifesaving operations.
About the role
Our Service Desk Manager is responsible for managing the daily operations of the IT Service Desk, which provides first and second line support for desktop services. These include the Microsoft 365 suite, Windows 10 & 11, MS Teams, SCCM, Client Laptop and Desktops, Apple products, Printers, Tablets and Mobile telephony. The team also provide support to the RNLI College/hotel audio visual and customer systems.
You will ensure quality, accurate and timely response and action to RNLI staff and volunteers requiring IT Support, and that service performance meets targets at all times, by managing, developing, inspiring and motivating the Service Desk Team to provide premium customer service and high-quality support services, as well as coaching, target setting and driving opportunities for continual improvement.
About You
We are looking for a highly organised individual, with strong analytical and coaching skills to enhance the service and the future prospects of the team and the ability to handle high volumes of work within a fast-paced environment. You will need to demonstrate strong logistical skills to maintain the service, including day to day task direction of our team. With a keen attention to detail and a logical approach to problem solving, you will be an effective communicator and leader with experience of dealing with colleagues at all levels of the business and suppliers in a professional and confident manner.