Contract type: Permanent, full time
Reports to: Head of IT, PLS
Location: London Olympia
Overview
We are seeking a IT Service Desk Manager to take ownership of the IT Service Desk and provide a key business function within Premier League Studios. This role will serve as the Service Desk owner and trusted advisor, ensuring that the Service Desk effectively supports business workflows, both corporate, broadcast and production. An organised and engageable individual, you will work closely with cross-functional teams to provide service desk capabilities that will support a 16 hour a day 7 day a week operation.
As our IT Service Desk Manager, Your core hours will be 9-5pm Mon – Fri and you will play a crucial role in providing all aspects of the business with a shift based service that provides hands on support, ticket management, SLA driven escalations and a consistent asset inventory and management system. The service desk should enable all of our teams to work smarter and more efficiently in a creative, fast-moving media environment. This is a unique opportunity to have a real impact on how we deliver world-class content.
The ideal candidate will have strong communication and organisational skills, a solid understanding of fast paced, SLA driven organisations, preferably with TV Broadcast or Production experience. The ability to collaborate across teams to drive continuous improvement and a robust approach to service desk and ITSM implementation.
Who we are
The Premier League is home to some of the most competitive and compelling football in the world. The League and its Clubs use the power and popularity of the competition to inspire fans, communities and partners in the UK and across the world. The Premier League brings people together from all backgrounds. It is a competition for everyone, everywhere and is available to watch in over 900 million homes in 189 countries.
In November 2024, the Premier League announced it was establishing a new in-house media operations business launching at the start of the 2026/27 Premier League Season. Premier League Studios will be responsible for all international media content production and distribution, providing a best-in-class content service to the Premier League’s partners and millions of passionate fans around the world.
The Premier League is an equal opportunities employer and strives to create an inclusive culture where talent can flourish. We believe in the potential of everyone and open our doors to those who share those values. All appointments will be made based on merit; however, we particularly encourage applications from women, people from minority ethnic communities, LGBTQ+ people and disabled people.
Our hybrid-working model also allows you some variety on your place of work, offering you the chance to work from home on some days each week, where possible. You will be expected to attend the office or site visits in line with our company policy. All staff liaise closely with their line manager to manage their time appropriately and according to their work and team requirements.
The role
* Team Leadership & Management: Lead, mentor, and develop the shift based service desk support team. Conduct performance appraisals, set objectives, and manage staff development plans. Ensure the team prioritises customer service and maintains high-quality issue and resolution handling.
* Service Delivery & Performance: Manage the day-to-day delivery of IT support services and ensure service targets are met. Monitor and report on key performance indicators (KPIs) and service level agreements (SLAs) to higher management. Analyse workloads to balance resource availability and maintain service desk coverage.
* Process & Knowledge Management: Develop and implement strategies, standards, and procedures for the service desk that best suit the broadcast facilities operations and teams. Own and manage the service desk's knowledge base to promote consistent issue resolution. Identify and implement continuous improvement activities, including automating service requests where possible.
* User Experience & Stakeholder Communication: Act on end-user feedback to improve the service and overall user experience. Communicate changes and issues to users and other IT teams. Build strong working relationships with other IT, engineering and operational teams.
* Strategy & Tooling: Oversee the service desk tools, website, and knowledge base. Ensure IT systems are fit for purpose and optimized for best practice. Provide technical advice to project teams on existing and emerging ICT services.
* Compliance & Security: Ensure IT support processes comply with data protection laws and industry standards. Implement and oversee cybersecurity best practices within service desk operations.
Requirements for the role
* Proven work experience as an IT Service Desk Manager or similar role
* Technical knowledge of IT systems, networks, and applications
* Experience managing a team in a technical support environment
* Strong problem-solving and decision-making skills
* Excellent communication and leadership skills
* Knowledge of ITIL and other service management frameworks
Our commitment to safeguarding includes implementing robust safer recruitment procedures to assess the suitability of individuals applying for roles that involve work with children and adults who are or may be at risk of harm. For further information, please see our Safeguarding Policy and Safer Recruitment Guidance.