IT Service Support Manager
At the heart of our not‑for‑profit organisation is a commitment to make the future‑saving experience simple for our members. We champion fairness and simplicity, not profit‑chasing. Imagine a financial adventure where everyone’s a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We’re a diverse employer with a flexible, hybrid working approach, ensuring everyone can be their best selves.
Responsibilities
* Manage the daily operations of the IT Service Desk, ensuring efficient handling of incidents, service requests, and queries.
* Ensure consistent application of ITIL processes such as Incident Management, Asset Management, Request Fulfilment, and Problem Management.
* Act as an escalation point for complex or high‑impact application issues.
* Ensure root cause analysis is conducted for recurring problems and that permanent fixes are implemented.
* Support internal and external audits by providing evidence and documentation as required.
* Lead, mentor, and develop the team to deliver exceptional support.
* Engage in the annual financial planning cycle and ensure delivery within the allocated budget.
Qualifications
* Proven experience managing an IT Service Desk in a similar support function.
* Experience with ITSM tools (e.g. ServiceNow).
* Strong leadership, communication, and stakeholder management skills.
* Familiarity with ISO27001 compliance and audit requirements.
* Proactive and adaptable, with a continuous‑improvement mindset.
* Knowledge of Microsoft 365, Active Directory, and common enterprise applications.
Benefits
* Generous pension contributions with an employer contribution of up to 14%
* Real living wage
* Income protection, critical illness cover & death in service insurance
* Employee healthcare
* Parental and adoption leave
* Learning & development opportunities and study support
* Travel season ticket loans
* Subsidised restaurant in our Crawley office
* Volunteering days and charity payroll giving
* Onsite gym
* Social clubs and events
Location: Crawley, England, United Kingdom.
Disability Statement
People’s Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People’s Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability‑committed employer; please let know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.
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