Overview:
This is a day shift role managing the 24/7 shifts. The ITPS Service Desk is structured into two teams: a Core Team operating during standard business hours (9–5) and a 24x7 Team providing around the clock coverage. Both teams are composed of 1st and 2nd Line Engineers. The Service Desk Manager (24x7 Operations) will lead the 24x7 Team, with a focus on ITIL aligned Event Management and Problem Management. Their primary objective is to enhance service availability and stability through proactive monitoring, early issue identification, and continuous service improvement initiatives.
You will take full ownership of the 24x7 Team's performance, including maintaining appropriate staffing levels, managing workloads, driving new workstreams, and ensuring process compliance. The team acts as the first line of response for all alerts (EDR, SOC and Infrastructure), playing a vital role in real-time monitoring and resolution of security and infrastructure events. Close collaboration with other teams across the Operations function is essential to ensure smooth handovers, minimise disruption, and uphold service quality.
Core Responsibilities:
* Process owner for both Event and Problem Management processes; ensuring they dovetail into the ITSM, measure engineer compliance and drive improvements.
* Ownership of the 24x7 team's performance, proactively driving improvements and ensuring continuous progress.
* Act as the main point of contact for engineers and stakeholders regarding the shift team.
* Manage shift rotations, holiday requests, and overtime to maintain service continuity
* Identify and implement new workstreams to enhance operational efficiency and service delivery.
* Ensure clear communication between shift teams, service desk, and other teams within Operations
* Collaborate with Security Operations to ensure the team is equipped with the necessary skills and informed about new customer onboardings.
* Work closely with the Service Account Managers to highlight major or recurring issues in customer environments and identify opportunities for improvement and stability.
* Partner with the wider Operations Department to minimise escalations and drive automation initiatives.
* High-level understanding of the toolsets used within the team, actively identifying and proposing enhancements to improve efficiency.
* Support at customer meetings where necessary
* Ensure adherence to SLAs across all customer accounts.
* Partake in the Duty Incident Manager rota, acting as the escalation point when there are MIs
* Any other duties reasonably required by your line manager
What You'll Bring (Experience & Skills)
* Experienced in an MSP environment
* Proficient in customer service within a technical environment.
* Minimum of 3 years of experience in a management role, preferably with direct supervision of multiple teams in a Service Desk style environment.
* Proven ability to define, attain buy in, & collectively implement a strategic plan aligned to business operational needs delivering tangible value.
* Motivational leader instilling an accountable, collaborative, communicative & empowered culture.
* Competent in preparing & presenting reports & strategic plans to internal & external key stakeholders
* Strong customer service orientation positioning the business as a value-add partner.
* A thorough planner with the forethought of contingency enabling us to respond to customer emergencies
* You must live within commutable distance of County Durham as this role requires you to be office based at least 3 days per week
Pay Band - £competitive - depending on skills, qualifications and experience
Working Hours: 8:30am - 5:00pm Monday to Friday, 3 days office/2 days home.
Who are ITPS?
We're experts in solving complex business problems through intelligent and secure IT implementation that protects and transforms organisations, helping them to grow. We embrace innovation and drive change, bringing new ideas, new technologies and new ways of thinking as a trusted IT partner.
With 26 years of experience, we partner with companies across the public and private sector to deliver data centre, cyber security, cloud, data and analytics, network services and managed services solutions.
Our highly accredited and experienced engineering teams combined with our strategic relationships with partners such as Microsoft and Cisco, mean that our customers trust us to simplify the complexity of IT and deliver benefits that make them more agile, competitive and resilient. Our vision is a world in which technology makes lives easier, society fairer and our planet greener.
Employee Benefits:
* A clearly defined training and progression plan
* 27 days annual leave & your birthday off work
* Annual pay reviews
* Hybrid/flexible working (3 days office/2 days home)
* Enhanced sick pay benefit (4 months full pay)
* Enhanced maternity leave benefit (4 months full pay)
* Enhanced paternity leave benefit (2 weeks full pay)
* Salary Sacrifice pension scheme match funded by the company up to 7%
* Salary Sacrifice schemes - Cycle to Work, Tech & Home Scheme and Electric Car Lease Scheme
* Perkbox membership and Costco card
* Fresh fruit, snacks, soft drinks and a commercial coffee machine provided
Why not apply and join our collaborative and forward thinking team?
Job Types: Full-time, Permanent
Pay: From £40,000.00 per year
Application question(s):
* Will you now, or in the future require visa sponsorship to work in the UK?
* Do you live within easy commuting distance of County Durham as the role is office based?
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Chester-le-Street DH2 1AQ