IT Service Manager

IT Service Manager

Location: Ringwood, Hampshire, BH24 3FQ
Salary: £30 - £33k DoE + Benefits + Company Profit Share
Hours: 37.5 hours per week
Contract: Full time, Permanent

IT Service Manager - Benefits, we will offer you:

• Ongoing training and support.
• Company Profit Share (first £3,600 is tax free).
• 22 days annual leave plus bank holidays, increasing with length of service.
• Birthday as additional paid leave.
• Additional paid leave (dependent on company performance).
• Company sick pay policy.
• Pension Scheme.
• Private Medical Insurance, including dental.
• Fresh fruit, posh coffee machine and the occasional pizza.

Join us as an IT Service Manager

Trusted Technology Partnership is specialist provider of IT Infrastructure and Support Services for over 25 years. Our core services are support desk, on site engineering, project management and delivery, storage and logistics and technical consultancy. We encourage our colleagues to progress, including into other teams and departments. Join our friendly company with a great team and positive company culture. We are an Employee Ownership Trust, a growing company and a recent winner of the South Coast Tech Awards, Leadership Team of the Year 2023.

The Role - IT Service Manager:

This is an exciting opportunity for an experienced Service Manager to join our team.

You will oversee and manage the Incident, Request and Change lifecycle, ensuring all tickets are processed in a timely and accurate manner, following ITIL best practices.

You will be responsible for the line management of a team of Deputy Service Managers, providing a supportive and inclusive work environment to allow colleagues to fulfil their potential and deliver the best possible service.

You will be instrumental in the delivery of statistics & information and dealing with a variety of escalations across internal and external functions.

Key Responsibilities:

• Working with internal departments in all manner of work items and escalations.
• Assist users and customers with escalations and queries.
• Attend internal and external meetings to discuss processes and functions related to the Support department and its workings.
• Manage Incident, Request & Change Lifecycle ensuring strong SLA Performance.
• Maintain processes and procedures for the Support department.
• Generate and present data and statistics for the Board, customers and stakeholders.
• Managing Major Incidents and high priority tickets, ensuring regular communication with customers and stakeholders.
• Problem Management.
• Ensuring Service team performance with key processes to deliver contractual obligations.
• Contribute to the Continual Service Improvement lifecycle.
• Fulfil duties as part of the Change Advisory Board.
• Feed into Project planning processes to highlight and manage potential impacts to Service.

IT Service Manager - The Skills you will need:

Applicants should have at least 2 years' experience of line management or equivalent.

• Experience and knowledge of utilising ITIL v3/v4 best practice.
• 1 year experience (at least) in Line Management of staff.
• Good knowledge of Business IT systems and solutions to feed in to Change Management processes.
• Experience of leading and line managing service management and service delivery teams.
• Experience of working within a managed service provider.
• Proven management experience, managing technical teams.
• Experience in managing SLAs, KPIs.

Strong Understanding and good knowledge of:

• Ability to be proactive and innovative.
• Ability to manage your time effectively
• Ability to communicate with customers, colleagues, and stakeholders.
• A proven track record of implementing improvements and recording their success
• Understanding or experience in IT service management.
• Willingness to learn and succeed.
• A highly motivated individual with a strong focus on customer service and problem solving.
• Confident.
• Positive, "can do" attitude.
• Professional and punctual.

This role is subject to a clear standard DBS check being received. Some travel may be involved in the role to customer sites so you must have a Full UK Driving licence.

No Agencies please.