The Service Desk Manager role is office based in Hartlepool. The role is responsible for ensuring the Service Desk and Incident Management processes are fit for purpose and drive continuous improvement for the business. Working within the Cyber, Service and Technology (CST) division and reporting to the Head of Service Delivery, the successful candidate will deliver IT Service Desk and Incident Management to NEC colleagues and customers. The position includes direct line management of 4 FTEs and broader responsibility for a team of about 50 people across Hartlepool, Chippenham and India. The incumbent will own the design, delivery, and improvement of Service Desk and Incident Management processes in alignment with ITIL, ISO 20000 and other industry standards.
Responsibilities
* Develop and own the end‑to‑end Service Desk and Incident Management processes.
* Lead a cohesive team spread across multiple geographic locations, coaching and developing the team.
* Collaborate with business stakeholders to understand and meet their needs.
* Measure, monitor, and review processes using KPIs and CSFs to align with IT strategy.
* Manage and forecast resources, ensuring staff skill levels.
* Support bid responses, costing, and development of service offerings.
* Maintain compliance with internal and external audits, supporting ISO 20000 and other Security certifications.
* Ensure documentation is moderated and updated per document management requirements.
* Onboard new services, preparing teams for take‑on and aligning contractual and business needs.
* Implement continuous service improvement strategies aligned to business priorities.
* Work closely with the Service Delivery Manager and Head of Service Delivery to deliver an ITIL‑aligned end‑to‑end service.
* Balance cost of delivery with quality.
* Engage with third‑party organisations as required.
* Set long‑term direction and short‑term plans for the team, aligning with strategic vision.
* Apply best practices in service management and industry standards.
* Use strong communication skills to influence and persuade stakeholders.
* Advocate for necessary resources, support, and appreciation for the service desk.
* Maintain thorough documentation, auditing, and continuous improvement of all processes.
* Promote the service desk with senior management as a core business asset.
Essential Skills
* Extensive service desk management experience in a complex organisational structure.
* Strong stakeholder and resource management.
* Excellent customer service skills and innovation.
* Excellent communication and business writing.
* Working knowledge and experience of ISO 20000.
* Leadership and mentoring ability for direct reports and wider team.
* Ability to work closely with the Head of Service Delivery and operate independently.
Qualifications
* ITIL v4 Foundation (essential).
* NPPVL3 + SC clearance required (essential).
* ITIL v5 Foundation (desirable).
* ITIL v4 Intermediate Qualification (desirable).
Benefits
* Private medical cover funded by NEC for employees (option to add family members).
* 25 days paid holiday with option to buy/sell.
* 4 × basic salary life assurance cover funded by NEC (option to increase cover).
* Group pension plan with employer contributions up to 8.5 %.
* Flexible benefits suitable to individual needs.
* Employee assistance programme covering all aspects of life.
* Free access to LinkedIn Learning (15,000+ courses).
Other Information: Candidates must demonstrate a pre‑existing right to work and travel within the UK. Documentary evidence required. All offers are subject to satisfactory vetting and reference checks. Depending on the role, a Disclosure Barring Service (DBS) check may also be required.
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please let us know. We are committed to ensuring an inclusive and accommodating experience for all candidates.
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