ICT Service Desk Manager

Hours: 37 Hours Per Week

Interview Date: 24th February 2025

Closing Date: 10th February 2025

Salary: Hay Band B (£37,938 - £42,708 FTE)

Inspire: Culture Learning and Libraries is an organisation delivering a range of cultural, heritage, learning and library services across Nottinghamshire.

We are looking for an individual to become part of our growing ICT management team. You will be based in Nottingham or Mansfield with flexible home/office working.

This is an opportunity to join us at the formative stage of our in-house ICT team and be instrumental in developing and steering the service.

As Service Desk Manager you would be managing incidents, requests and change control, acting as a point of escalation. You will have responsibility for a small team, to support you in providing excellent BAU service and project resources.

The ideal candidate will have proven experience in a supervisory role and technical experience, using your knowledge and technical skills to support and develop services, processes, and the team.

The role will support delivery of ICT services across 60 Libraries, 30 Inspire Learning Centres as well as Nottinghamshire Archives, Youth Arts and Cultural centres and venues across Nottinghamshire. The ability to travel across Nottinghamshire is desirable.

To find out more contact Nick Allen, Assistant ICT Services Manager, for an informal discussion – nick.allen@inspireculture.org.uk

Job Description

ICT Service Desk Manager

Grade Hay Band B

Job Purpose

• To support the provision and use of ICT, systems, and data.
• To manage the Service Desk and ensure ICT issues are effectively and efficiently managed and resolved.
• To line manage the Service Desk team to provide quality support service to Inspire’s internal and external users.

Key Responsibilities

• To support the work of the Head of ICT and team to deliver, exploit and develop an integrated ICT service across all Inspire Services.
• To manage the overall delivery of IT support provision to staff, learners and customers.
• To be responsible for the service desk service and ensure effective communication, troubleshooting, prioritisation and resolution of incidents and service requests.
• To liaise with ICT partners and third-party support providers and monitor service level agreements.
• To observe response times and user satisfaction levels to improve service levels.
• To define, manage and improve procedures for IT support to achieve successful outcomes.
• To manage and report on the ticket queues, levels of priority and monitor progress.
• To manage call handling processes and ensure up to date support documentation is in place.
• To manage the major incident process and ensure timely responses to high priority issues.
• To lead and manage the Service Desk team, including regular reviews and professional development, coaching and mentoring.
• To manage end user client devices, including procurement, logistics and recycling services.
• To lead IT asset management to ensure asset lifecycles are maintained.
• To build good relationships with Inspire services and provide regular service reviews and identify areas for improvement.
• Be active in ensuring compliance with the Data Protection Act, GDPR and e-safety while performing duties to ensure the security, confidentiality and performance of ICT systems are maintained.
• The post holder will work in accordance with all Inspire policies and procedures, Inspire Brand guidelines, contractual requirements, and professional best practice.
• The post holder will perform any duties or tasks assigned by management required to meet service needs as appropriate to the role.

Education and Knowledge Required for the role.

• Working towards or achieved industry certification.
• Knowledge of IT service management tools, MDM and remote support technologies.
• In-depth understanding of IT Service Management principles (ITIL methodologies preferred).
• Knowledge of Microsoft Windows infrastructure (e.g Azure, Active Directory, DNS), servers and clients.
• Knowledge of networking, infrastructure and communications technologies.

Skills and Experience

• Experience in a support management role.
• Experience of supporting a wide range of IT systems, services and mobile technologies.
• Experience of working with cross-functional teams across sectors and locations.
• Great customer service and communication skills, managing expectations of service desk users and customers.
• Experience of working with compliance standards (GDPR, PCIDSS, ISO:27001, PSN, Cyber Essentials).
• Experience of supporting and delivering projects and change.

Role Dimensions

• Reporting to the Assistant ICT Service delivery Manager.
• Management of IT support services to 700+ end users and external service users across approximately 100 sites.
• Direct line management of support team.
• Delivery of ICT services across 60+ Nottinghamshire Libraries, 30+ Inspire Learning Centres as well as Nottinghamshire Archives, Youth Arts Centres, Offices and Cultural venues across Nottinghamshire.

Inspire Competencies

Competency Customer Service Level 4

• Demonstrates effective customer service skills – in person, online, email or on the phone - identifies and satisfies customer needs, adjusting their style with a friendly and professional approach as appropriate for the customer, respecting confidentiality, equality & diversity and prioritises the customer over tasks where appropriate.
• Responds positively to customer concerns, acts to resolve, or reassure customers as needed, agrees solutions with the customer or hands over to an appropriate colleague.
• Responds positively to any complaint or suggestion and seeks to resolve it within limits of their authority or hands over to a more senior manager as appropriate.
• Monitors, analyses, and acts upon customer service data to maintain and/or improve the service. Considers the impact on customers when implementing change.

Competency Deliver the service offer Level 4

• Knows and/or accesses information to advise and promote the Inspire Service Offer to all customers – to meet their immediate needs and other services that could be of interest or benefit them.
• Embraces any changes to the offer and any associated changes to processes or working practices positively, takes responsibility for their own development and engages with and makes the most of development opportunities provided.
• Shares feedback about the Inspire offer with their line manager and contributes to meetings, discussions, and related activities to ensure service delivery and/or improve our offer.
• Leads work to develop, enhance or create new elements of the Inspire service offer and where appropriate ensure there is an integrated customer offer and journey.

Competency Communicating Well Level 4

• Communicates clearly and effectively in person, on the phone and in writing respectfully and in a style appropriate to the person and situation and uses and engages with Inspire’s online communications.
• Communicates effectively in a meeting or other group situation, respectfully and in a style appropriate to the group and situation with a solutions-based / can-do approach.
• Debates, positively challenges and/or discusses issues with colleagues and line manager, sharing views and acknowledging and respecting the views of others, seeks to reach agreement and respects the final decision made.
• Communicates complex information concisely and clearly using the most effective means, negotiates effectively across teams, services or with external partners and reaches agreement with all affected parties.

Competency Working Together Level 4

• Adopts a friendly, helpful, supportive, and respectful manner when working with others.
• Acts in a way that shows they are trustworthy, reliable, and transparent in their dealings with others, respecting privacy and confidentiality as appropriate.
• Forms positive and effective working relationships, makes and implements decisions fairly, using good judgement and with integrity, in line with Inspire values and role modelling Inspire management and leadership behaviours.
• Forms and maintains effective internal and external working relationships across the organisation, with external partners, stakeholders, and funding organisations, motivated by achieving the best for our customers and in the best interests of all concerned.

Competency Managing Others Level 3

• Effectively supervises and supports the day-to-day activities of a colleague(s) to enable them to perform their duties, planning and coordinating the activity of colleague(s) to deliver tasks or activities over time to meet service demand effectively and efficiently.
• Manages and reviews performance and attendance of individuals effectively, setting goals, agreeing targets, and organises training as needed, tackling poor performance or attendance if required using Inspire policies.
• Manages their team and indirect teams effectively, empowering them to perform well, monitoring group performance against service targets and acting proactively and positively in response to performance data to ensure service delivery targets are met.

Competency Leading the Way Level 3

• Incorporates the spirit of Inspire’s mission, vision and values in the work they do with customers, colleagues and stakeholders, plays their part in implementing Inspire policies and procedures and management decisions.
• Articulates and shares Inspire’s mission, vision, and values to enthuse and focus the efforts of colleagues.
• Contributes to the decision-making process, stands by decisions made and owns them when implementing them.

Competency Working Efficiently & Cost Effectively Level 3

• Uses Inspire resources and their time effectively to meet service demand, objectives and/or targets.
• Plans ahead, making best use of time and resources available to achieve service delivery, maximising the use of technology available, minimising unnecessary travel or waste, prioritising work, and working within spending limits.
• Resolves competing or conflicting demand for resources and time effectively to meet the needs of themselves, colleagues, and customers.

Competency Skills and Qualifications Level 5

• Newly Qualified or working towards: Foundation Degree or Service Specific qualification or relevant HND or Experienced Qualified (3 years or more): Foundation Degree or Service Specific qualification or relevant HND.