Overview
Location: Peterborough or Halifax, United Kingdom. Hours: 37.5 hours per week. Salary: Competitive, plus bonus. The role reports to Activate Group IT and is based in Peterborough or Halifax with responsibilities across Activate Group IT Service Desk and support operations.
Responsibilities
* Overall responsibility for managing the IT Service Desk and support operations across Activate Group, ensuring consistent, high-quality service delivery to both internal and external customers.
* Oversee service requests, incidents, major incidents, and problem management while driving efficiency and continuous improvement across IT operations.
* Lead a team of 1st to 3rd line support analysts based in Peterborough and Halifax, ensuring effective prioritisation, timely resolution, and excellent customer experience.
* Own ITSM processes, monitor service performance, and act as the escalation point for major issues to ensure service reliability and alignment with business needs.
* Monitor, report, and improve service desk KPIs such as response times, resolution rates, backlog management, and customer satisfaction.
* Ensure high-quality communication with internal and external customers, keeping users informed throughout the incident/request lifecycle.
* Collaborate with infrastructure, platform, and development teams to ensure effective handoffs and resolution of complex issues.
* Foster a culture of customer service excellence, accountability, and continuous improvement within the support team.
* Ensure compliance with IT governance, audit, and security standards.
* Contribute to wider IT strategy by identifying opportunities to improve efficiency, automation, and the overall end-user experience.
Qualifications
* Proven experience managing an IT Service Desk or technical support function, ideally across multiple sites.
* Strong knowledge of ITSM frameworks (ITIL v4 Foundation or higher preferred).
* Hands-on experience with incident, problem, request, and major incident management.
* Ability to lead, coach, and develop technical support teams across 1st to 3rd line.
* Experience handling major incidents and crisis communications with senior stakeholders.
* Strong customer service orientation, with excellent communication and stakeholder management skills.
* Familiarity with ITSM tooling (e.g. HaloITSM, ServiceNow or similar).
* Good understanding of infrastructure, networking, and end-user technologies sufficient to manage escalations.
* Ability to balance operational demands with process improvement and long-term service maturity.
* Ability to balance strategic leadership with occasional hands-on technical input.
Benefits
* 33 days holiday (including bank holidays)
* Personal health cash plan to cover costs like dental and optical check ups
* Enhanced maternity/paternity/adoption/shared parental pay
* Life assurance: three times basic salary
* Free breakfasts and fruit
* Birthday surprise for everybody
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