Job Location: Woolpit
Salary: Competitive
Contract type: Fixed Term until end May 2027
Posting End Date: 25/05/2026
Purpose
To meet the needs of our internal customers head‑on, collaborating with our IT Core Support and delivering excellent service.
Key Responsibilities
* Lead the Service Desk team, reporting performance and progress to management.
* Provide exceptional operational customer service and minimise customer effort.
* Manage and deliver projects through planning, assignment, and stakeholder communication.
* Apply ITIL Service Management principles in Incident, Problem, Service Request management.
* Support customers in communications during major incidents.
* Develop team members through coaching, mentoring, formal training, and maintaining a skills matrix.
* Create and maintain knowledge base articles, policies and guidelines for the Service Desk.
* Implement continual improvement initiatives.
* Perform any other duties assigned by the IT Service Support Manager.
Qualifications
* IT related degree or equivalent.
* CompTIA A+, Network+, Security+ or equivalent.
* ITIL Foundation certification.
* Leadership or management training or certification.
Experience & Knowledge
* Experience managing others to achieve goals.
* Experience coaching, mentoring, knowledge sharing, or shadowing.
* Knowledge of project management techniques.
* Experience working to ITIL principles and practices.
* Experience resolving incidents through registration, investigation, and diagnosis.
* Ability to update devices for security patches across an estate.
* Experience prioritising to achieve SLA.
Abilities & Skills
* Effective presentation and communication skills.
* Excellent delivery to expectation on time.
* Proactive ownership of problems to solutions.
* Advocacy for policy implementation with the Service Desk.
* Support Microsoft & Linux OS, networks, Active Directory and Exchange.
Desirable
* Project management certification (PRINCE2, APM, etc.).
* Experience managing projects to completion within a framework.
* Experience with ITSM packages and Service Desk Plus.
* Experience managing security updates via Endpoint Central.
* Experience leading and managing others to achieve SLA collectively.
* Ability to register new users, change details, handle leavers, and bulk migrations.
* Configuration and support of smartphones & mobile devices.
* Understanding of DHCP, DNS, VPN.
* Experience troubleshooting and configuring Microsoft Exchange.
Benefits
* Cost‑of‑living annual pay review.
* Company pension contributions up to 10% with employee contribution of 5%.
* 33 days holiday including bank holidays, with the option to purchase 2 additional weeks.
* Enhanced maternity, paternity, and adoption pay.
* Referral payment of £1,000 (net of tax) for successful referrals.
* Hybrid working for eligible roles.
* Development opportunities to reach career aspirations.
We are proud to be an equal‑opportunity employer and are committed to equity, diversity and inclusion.
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