Your new company
Hays are proud to be working with a leading housing association in the West Midlands who help to meet identified housing needs.
They are fundamental in delivering regulated care services and technology-enabled support to help people live independently in their own homes. Following recent significant growth and change, they have been recognised with 1-Star accreditation by Best Companies, reflecting very good levels of workplace engagement and a great place to work. They pride themselves on their people and offer them challenging and worthwhile careers, providing a sense of achievement in a vital sector.

Your new role
As IT Service Desk Manager, you will play a pivotal role in the Group's IT support system.
You will manage the service desk with precision, ensuring swift resolution of tech queries and delivering unparalleled support to our users.
You'll be instrumental in upholding excellent IT service standards, liaising with diverse IT teams, and enhancing user satisfaction.
Your expertise will extend to full-spectrum support of end-user computing devices and on-the-ground IT equipment assistance.
In the managed services, you will tackle tasks beyond their suppliers' scope whilst collaborating with the IT Service Delivery Manager.
You'll oversee call logging, triage, and first-line resolution.
Vigilant management of supplier interactions and adherence to SLAs will be your forte.
Plus, you'll drive continuous enhancements in processes, ensuring a seamless service experience.
As part of this role, you will be required to travel across Staffordshire and Shropshire to the wider Group portfolio in this role and therefore a Full UK Driving Licence and access to your own vehicle for business use is essential.

What you'll need to succeed
ITIL V4 foundation (essential); specialist certification (desirable)

• Experience of JIRA service Desk tooling (desirable)
• At least one year? Experience in an IT Service Desk lead/Manager role
• Technical Proficiency: In-depth knowledge of IT systems, networks, and software applications, coupled with the ability to troubleshoot and resolve technical issues efficiently.
• Ability to use O365 products, including SharePoint and Teams
• Confident, capable communicator with the ability to solve problems effectively.
• Unfazed by prioritising competing work tasks
• Excellent verbal and written communication skills to interact with both technical and non-technical stakeholders effectively.
• Strong leadership and managerial skills to guide, motivate, and develop a high-performing service desk team.
• Current UK driving licence and access to a private motor vehicle for business use.

What you'll get in return

• A comprehensive induction programme and excellent learning opportunities, with mandatory and specialist training available.
• 25 days holiday (increasing with each year of service, up to a maximum of 30 days), bank holidays and three concessionary days over the Christmas period.
• The option to join the contributory pension scheme
• Employee Healthcare Portal, eye care vouchers and a cycle to work scheme amongst other benefits.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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