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WE ARE 200 years of history and over 2,300 employees strong. WE ARE a business loaded with opportunity and career progression. WE ARE innovators, designers, makers and engineers who manufacture and provide smart, efficient, and effective building products and solutions.
To support our progress, we are currently recruiting for a Service-Desk Manager to come and join our team at our Leicester Head Office site in Leicestershire LE67 6HS.
Job Purpose:
• To make sure our customers have the best experience of using tech within Ibstock. Help them to get the most from the systems and that we provide great customer service
• This role focuses on leading a service desk team, managing ticket workflows, and ensuring compliance with service level agreements
• The role gives great opportunity to find ways for the Tech team to continually improve our systems and ways of working to help serve our customers in the best way
• Maintaining optimal service levels by monitoring performance metrics, managing service level agreements (SLAs), and driving continuous improvement initiatives.
• Enhance customer satisfaction by overseeing incident management, improving response and resolution times, manging expectations and implementing best practices.
• Will play a crucial role in training and developing team members, fostering a customer-focused culture, and coordinating with other IT functions to support organisational goals
Key Accountabilities
Team Leadership and Supervision: Lead, mentor, and manage the Service Desk team, ensuring high performance, accountability, and alignment with the tech team and organizational goals.
Continuous Improvement of Service Desk Operations: Identify, propose, and implement service improvements to enhance efficiency, effectiveness, and user satisfaction, leveraging feedback and performance data.
Stakeholder Communication and Reporting: Maintain effective communication with internal stakeholders regarding service desk performance, issue escalation, and overall IT service quality, while regularly reporting metrics and insights. Managing expectations and supporting our audit requirements
User Training and Support: Ensure effective user onboarding, training, and documentation to empower employees with self-service options and knowledge, reducing repetitive issues, using automation wherever possible
incident and Request Management: Oversee the end-to-end incident, problem, and request management processes, ensuring all user issues are tracked, prioritized, and resolved within agreed timelines.
Knowledge, Skills and Experience, Essential:
Strong understanding of ITIL or similar ITSM frameworks, with practical knowledge of incident, problem, and change management processes.
Familiarity with key performance indicators (KPIs), service level agreements (SLAs), and reporting tools to measure, analyse, and communicate service desk performance.
Great interpersonal and communication skills – both verbal and written
Strong knowledge of enterprise IT systems
Self-motivation and ability to work at pace and to prioritise a varied workload
Sense of urgency and pride in ownership, coupled with a ‘can do’ attitude
Passionate, flexible and committed approach to process dependent task (completer finisher)
Experience of working to build strong internal relationships and understanding of customer / stakeholder needs
Strong leadership abilities to mentor, motivate, and develop the service desk team, with effective delegation and accountability practices. Being the face of Tech and getting “stuck in” when needed
Desirable:
ITIL V4
Key Performance Indicators
Tickets without update after 24hrs
Unassigned List at COB
First Call Resolution (FCR) Rate
Customer Satisfaction Score (CSAT);
Service Level Agreement (SLA) Compliance Rate:
Knowledge Base Usage Rate
New Knowledge Base Articles
Escalation Rate
Weekly Tech Reporting Pack
Monthly Business Reporting Pack
Role Expectations
Training will be provided as and where necessary
The role will be based in Leicester Head Office Onsite presence will be required five days a week
Driving License
Dimensions & Relationships
Scale & Scope:
Growth opportunity
Budget:
• N/A
Key Relationships:
Internal to Ibstock:
• Tech Leadership Team
• Business Leadership Team
• All of our colleagues
External to Ibstock:
• Audit Teams
• Security providers
• 3rd Parties
Environment
Reports to:
IT Director
Site(s):
Based at Ibstock, Leicester Road Offices (IT)
Willingness to travel / attend all sites across the estate
Direct reports:
• 3
Indirect reports:
• N/A
Think you can make a difference? WE ARE your future.
More details:
• Full time, permanent role
• Competitive salary
• Digicare+ Provided by Aviva
• 10% matched pension, administered by Legal and General
• 3x life insurance
• Share Save scheme eligibility
• Full access to Employee Assistance programme for self and family members
• Access to high street retail discounts platform – with access to discounts at Tesco, Asda
• Personal development and career progression opportunities
Our commitment to diversity and inclusion?
Excited about the role, but your past experience or qualifications don’t perfectly match everything in the job description? We would encourage you to still apply. Studies have shown that some people, particularly from minority groups are less likely to apply to jobs unless they meet every single qualification. Here at Ibstock Plc we are dedicated to building belonging, empowering our colleagues to be their true self by offering a diverse, inclusive and authentic workplace. You may just be the right candidate for this role, or other future roles across the Ibstock Group.
