Service Desk and Smart Bar Team Manager (IT Support)

TL;DR

Service Desk and Smart Bar Team Manager (IT Support): Managing and developing a team of Service Desk Analysts across multiple sites to provide high-quality technical support with an accent on service delivery, performance monitoring, and ITIL best practices. Focus on improving customer experience, handling escalations, and optimizing ticket flow within the ITSM tool.

Location: Hybrid: 4 days in office per week. Primarily based in Milton Keynes with required weekly travel to Guildford.

Salary: £45,800 - £52,000

Company

hirify.global is the largest provider of academic qualifications in the UK, operating as an independent education charity dedicated to advancing education.

What you will do

• Lead, coach, and develop a team of Service Desk Analysts, including performance reviews and day-to-day guidance.
• Monitor service performance and manage call and ticket flow to ensure SLAs are consistently met.
• Act as the primary escalation point for complex technical issues and user complaints, implementing improvement plans.
• Drive continuous service improvements using recognized ITIL best practice service management.
• Oversee access management processes and ensure strict adherence to security standards.
• Collaborate with Enterprise Technology colleagues to ensure services evolve as the organization grows.

Requirements

• Proven experience in leading and developing people through coaching and objective setting.
• Strong background in a service desk or IT support environment.
• Practical knowledge of ITIL best practices.
• Ability to communicate clearly and build trust with a wide range of internal and external stakeholders.
• Must be based in or able to commute to Milton Keynes and travel to Guildford weekly.

Culture & Benefits

• Comprehensive benefits package including private medical insurance and a pension with up to 11.5% employer contributions.
• Balanced work schedule with a 35-hour working week, 25 days annual leave, and additional December office closures.
• Inclusive environment with various network groups (LGBTQ+, neurodiversity, wellbeing, ethnic minority, and more).
• Professional growth through an extensive online learning platform and dedicated volunteering days.
• A workplace culture committed to diversity, equity, and inclusion.

Hiring process

• Stage 1: Initial interview via Microsoft Teams.
• Stage 2: Face-to-face interview at the Milton Keynes office.