IT Service Manager

IT Service Manager

Position: Service Manager

Location: Ringwood, Hampshire + Hybrid home working

Salary: £30 – £33k DOE + Benefits + Company Profit Share

Hours: 37.5 hours per week

The Role

As a Service Manager, you will be part of an established service management team responsible for the day to day operation of business as usual support services. This includes allocating tasks, maintaining contractual KPI commitments, producing customer reports, and serving as an escalation point for both internal and external stakeholders. In addition, you will analyse operational data and metrics contributing to the problem management process to identify trends, anomalies, and opportunities for service improvement.

You will also hold line management responsibilities, supporting and developing a team of Support Desk Engineers to ensure daily operations run effectively and organisational objectives are achieved.

Duties Include:

• Maintain oversight of incident, requests and problem lifecycles, including service level management.
• Interpret data, identifying meaningful trends, uncover problems and highlight opportunities for improvement.
• Line management responsibilities for support desk colleagues.
• Management of major incidents tickets, ensuring tickets are aligned to the existing processes and lifecycle.
• Responsible for the management of customer escalations.
• Ownership of priority 1 and 2 tickets, following defined processes and ensuring priority tickets are managed through to resolution.

Skills and Experience:

• Experience and knowledge of utilising ITIL v3/v4 best practice.
• Excellent communication skills, with the ability to engage effectively with stakeholders at all levels.
• Ability to prioritise workload, balancing multiple demands while maintaining service quality.
• Willingness to learn and succeed.
• Experience managing SLAs and KPIs to ensure consistent, high quality service delivery.

The role is subject to a standard clear DBS being received. Some travel to customer sites may be involved, so you must have a full UK driving license.

The Package:

• 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.
• Free Parking.
• Hybrid Working.
• Progression opportunities.
• Fresh fruit, the occasional pizza and a posh coffee machine!

Our Client

Our client has been a specialist IT Infrastructure and Support Services provider for over 25 years.

They are an Employee Ownership Trust – a growing company. They are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024.

Their core services include support desk, on-site engineering, project management and delivery, storage and logistics, and technical consultancy.

They encourage progression within their organisation for their colleagues, offering opportunities in other teams and departments.

Join their friendly company, where a great team and a positive culture await you.

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